Salesforce Contact Center

The customer wants to personalize customer interactions based on past interactions and preferences . Which data model element facilitates this?A . Custom fields capturing customer preferences and purchase history.B . Case history tracking with details of previous interactions and resolutions.C . Segmentation rules defining customer groups based on specific criteria...

The customer lacks advanced AI capabilities for case deflection . Which AppExchange solution could be a good fit?A . LiveChatB . Einstein BotsC . Salesforce FlowD . DocuSignView AnswerAnswer: B Explanation: Einstein Bots, available on the Salesforce AppExchange, are an excellent solution for organizations lacking advanced AI capabilities for case...

Your customer wants to offer 24/7 omnichannel support with personalized interactions . Which Salesforce feature best addresses this?A . Omni-Channel RoutingB . Case ManagementC . Service Cloud EinsteinD . Customer CommunityView AnswerAnswer: C Explanation: Service Cloud Einstein is designed to enhance customer service operations with AI capabilities, providing personalized, predictive,...

The customer wants to streamline agent onboarding and training . Which feature promotes reusability and maintainability?A . Develop unique training guides and resources for each agent role and case type.B . Create standard operating procedures (SOPs) documented within Salesforce Knowledge Base articles.C . Leverage Service Cloud Knowledge articles with searchable...

The company wants to assess brand loyalty and potential for referrals . Which KPI is most relevant?A . Customer Satisfaction (CSAT) ScoreB . Net Promoter Score (NPS)C . Average Contact Handle Time (AHT)D . Case Resolution RateView AnswerAnswer: B Explanation: The Net Promoter Score (NPS) is a critical KPI for...

The company aims to track the impact of Salesforce Contact Center on revenue generation . Which KPI should be considered?A . Number of Closed Won DealsB . Contact Center Conversion RateC . Customer Retention RateD . Customer Lifetime Value (CLTV)View AnswerAnswer: B Explanation: To track the impact of the Salesforce...

The company wants to track agent performance and identify areas for improvement . Which KPI is most effective? A. Customer Satisfaction (CSAT) Score B. Average Contact Handle Time (AHT) C. Case Resolution Rate D. Number of Resolved CasesView AnswerAnswer: A Explanation: To track agent performance and identify areas for improvement...

The customer wants to capture customer feedback through post-interaction surveys . Which feedback mechanism would be most beneficial?A . Integrate with a third-party survey platform for customization and detailed analysis.B . Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.C . Implement chatbots with in-conversation surveys to...

The customer wants to enable self-service options for simple issues . Which Salesforce capability would be most helpful?A . Knowledge BaseB . Process BuilderC . Web Service APID . OmniScriptView AnswerAnswer: A Explanation: The Knowledge Base capability in Salesforce is crucial for enabling self-service options. It allows customers to access...

The customer wants to offer self-service options for simple issues . Which functionality empowers this?A . Knowledge BaseB . Einstein BotsC . Web Service APID . Process BuilderView AnswerAnswer: B Explanation: Salesforce Einstein Bots are designed to provide automated, AI-driven responses to common customer inquiries, which is a core capability...