Salesforce-Contact-Center Practice Exam Questions Spring 2025 Page 3

To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:

1. Omni-Channel Flow:

● This is the primary type used to route the conversation from the bot to the queue.

● The consultant can build a flow with a specific action to "Route Work Item."

● This action allows you to specify the target queue where the conversation will be directed.

2. Dialog: (Optional)

● While not required for basic transfers, dialogs can be used to

enhance the user experience during the transfer process.

● For example, the consultant can create a dialog that informs the customer about the need to transfer the conversation to a live agent and provides estimated wait times.

● Additionally, the dialog can collect any necessary information from the customer before transferring the case to the queue.

A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud. Which tool should the consultant use?

A. Data Import Wizard

B. Salesforce REST API

C. Data Loader

Explanation:

For migrating 100,000 historic cases from a legacy system to Salesforce, the consultant should use the Data Loader. Salesforce Data Loader is designed for bulk data operations and is the optimal tool for handling large-scale data migrations, such as 100,000 records or more. It provides the ability to insert, update, delete, or export Salesforce records. When importing data, Data Loader reads, extracts, and loads data from CSV files or from a database connection. For large data volumes, Data Loader is more efficient and robust than the Data Import Wizard, which is typically recommended for loading fewer than 50,000 records. The Data Loader also supports automated batch processing, making it suitable for migrating large datasets from legacy systems.

Reference: [Reference: Using Data Loader in Salesforce, , ]

You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?

A. Sending test emails with sample data sets and manually checking for merge field accuracy.

B. Utilizing pre-configured Salesforce test cases for email merge field functionality.

C. Reviewing email delivery logs and checking for errors or missing data in merged fields.

D. Implementing Apex triggers to validate data integrity before triggering email sending actions.

A. Sending test emails with sample data sets and manually checking for merge field accuracy.

Explanation:

The most effective method to validate the accuracy of dynamic data merging in email templates is by sending test emails with sample data sets and manually checking the accuracy of the merged fields. This direct approach allows you to see exactly how the email appears to the recipient and confirm that all data fields are populating correctly. This hands-on verification ensures that any discrepancies can be quickly identified and corrected. References: https://help.salesforce.com/articleView?id=sf.email_templates_test.htm

The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?

A. Implement multi-factor authentication (MFA) for secure agent logins and access.

B. Configure field-level security to restrict access to sensitive data based on user roles.

C. Encrypt customer data at rest and in transit to protect against unauthorized access.

D. Regularly conduct security audits and vulnerability assessments to identify potential risks.

B. Configure field-level security to restrict access to sensitive data based on user roles.

Reference: [Reference: Salesforce Field-Level Security]

Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

A. Presence-based routing automatically assigning tasks based on agent availability.

B. Omni-Channel Presence States indicating online and offline agent status for different channels.

C. Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.

D. All of the above, working together for optimal multi-channel task assignment and routing.

Explanation:

Assigning chats and emails based on agent skills involves multiple features:A. Presence-based routing ensures tasks are assigned only when agents are available.B. Omni-Channel Presence States help manage which agents are online and ready to take on tasks across different channels.C. Skill-based routing leverages agent skill profiles to match them with tasks they are qualified to handle.Integrating these features provides a robust system that ensures tasks are assigned efficiently and effectively to the right agents at the right time.

References: https://help.salesforce.com/articleView?id=omnichannel_routing.htm

Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?

A. Verifying agent training on call scripts and adherence to regulatory requirements.

B. Ensuring proper opt-in mechanisms and customer consent management for outbound calls.

C. Implementing recording and call monitoring functionalities for compliance audits and quality control.

D. All of the above, contributing to a compliant and responsible outbound calling operation.

Explanation:

Mitigating compliance risks in outbound calling involves multiple considerations:A. Verifying agent training on call scripts ensures adherence to regulatory requirements.B. Ensuring proper opt-in mechanisms and management of customer consent guards against violations.C. Implementing recording and monitoring functionalities aids in compliance audits and quality control.Collectively, these measures foster a compliant approach to managing outbound calls, reducing risk and enhancing accountability.

References: https://help.salesforce.com/articleView?id=sf.voice_overview.htm

Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?

A. Phased deployment migrating agents and customer access in groups to minimize service interruption.

B. Parallel deployment running both platforms simultaneously until full migration to the new system.

C. Cutover deployment with a temporary system switch during scheduled maintenance time for minimal disruption.

D. All of the above, depending on the platform integration complexity and desired downtime window.

Explanation:

Transitioning to a new chat platform integrated with Salesforce can be effectively managed through various deployment strategies, each suitable based on the specific scenario: A. Phased deployment gradually transitions agents and customers, minimizing disruption. B. Parallel deployment allows running both the old and new platforms simultaneously to ensure continuous service. C. Cutover deployment switches systems during a planned downtime, which is typically scheduled for low-usage times. Selecting the appropriate method depends on factors like the complexity of integration and the organization's tolerance for downtime. References: https://help.salesforce.com/articleView?id=sf.deployment_best_practices.htm

The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?

A. Case Volume Deflection Rate

B. Customer Effort Score (CES)

C. Number of Knowledge Base Articles Viewed

D. Web Chat Engagement Rate

A. Case Volume Deflection Rate

Explanation:

The Case Volume Deflection Rate is the key performance indicator that would effectively measure the success of increasing online self-service adoption. This KPI calculates the percentage of potential cases that are deflected through self-service channels such as FAQs, knowledge base articles, and automated chatbots, indicating how well these tools are serving customers' needs without requiring direct agent involvement. It is an effective measure of self-service adoption and efficiency.

References: https://help.salesforce.com/articleView?id=sf.service_channel_analytics.htm

You‘re deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?

A. Pre-populating agent dashboards with relevant information about incoming social media interactions.

B. Ensuring seamless continuity of ongoing social media conversations during the cut-over process.

C. Automating case creation and assignment based on social media message content and customer profiles.

D. All of the above, contributing to a smooth and efficient transition for handling social media inquiries.

Explanation:

Efficiently managing the transition of social media messaging in a new routing setup involves several strategies:A. Pre-populating agent dashboards with relevant information enhances readiness to handle incoming interactions effectively.B. Ensuring seamless continuity of ongoing conversations during the cut-over minimizes disruption to customer communications.C. Automating case creation and assignment based on social media content and customer profiles streamlines the response process.Combining these approaches ensures that social media inquiries are managed smoothly and efficiently during and after the transition.

References: https://help.salesforce.com/articleView?id=sf.social_customer_service_setup.htm

Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?

A. Omni-Channel Routing

B. Case Management

C. Service Cloud Einstein

D. Customer Community

C. Service Cloud Einstein

Reference: [Reference: Salesforce Service Cloud Einstein, ]

While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar's goal of connecting customers with subject-matter experts (SMEs) for real-time, detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for Web.

A consultant is preparing post-implementation training material for the agents and supervisors in an environment that uses Service Cloud Voice with Amazon Connect. Supervisors need to track key performance indicators (KPIs), such as calls answered. average handle time, and average speed to answer. Where should the consultant point supervisors to track these KPIs?

A. Omni Supervisor Console and Amazon Supervisor Dashboard

B. Service Cloud Voice Analytics App and Omni Supervisor Console

C. Service Cloud Voice Analytics App and Amazon Supervisor Dashboard

B. Service Cloud Voice Analytics App and Omni Supervisor Console

Explanation:

For supervisors needing to track key performance indicators (KPIs) such as calls answered, average handle time, and average speed to answer in an environment using Service Cloud Voice with Amazon Connect, the optimal tools are the Service Cloud Voice Analytics App and the Omni Supervisor Console. The Service Cloud Voice Analytics App provides detailed analytics and visualizations specific to voice interactions, offering insights into call volumes, handle times, and service levels. The Omni Supervisor Console complements this by offering real-time monitoring of agent activity and queue statistics, enabling supervisors to manage and optimize agent productivity and response times effectively.

Reference: [Reference: Service Cloud Voice Analytics, , ]

Salesforce-Contact-Center Practice Test Questions