Salesforce Contact Center

Your customer seeks continuous improvement for their Contact Center program . How can future functionality support this?A . Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.B . Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.C . Gather agent feedback...

Your customer expects high call volume during peak hours . Which solution best ensures contact center scalability?A . Implement custom Apex code for routing and case management.B . Configure multiple queues and leverage Omni-Channel Routing for dynamic agent availability.C . Utilize a third-party call center solution integrated with Salesforce.D ....

You need to configure reporting for bot performance analysis . Which metric best reflects customer satisfaction with the bot experience?A . Number of chat sessions handled by the bot versus live agents.B . Rate of successful resolutions achieved through bot interactions alone.C . Customer satisfaction ratings and feedback specifically gathered...

Your bot design includes handoff to live agents for complex inquiries . Which feature facilitates this seamless transition? A. Escalation Rules automatically transferring chat sessions to agents based on defined criteria. B. Contextual handoff functionality preserving chat history and customer information for the agent. C. Supervisor Console allowing supervisors to...

The customer requires secure access control for sensitive customer data . Which data model element contributes to data security?A . Utilize custom fields to capture all types of customer information without access restrictions.B . Configure field-level security to grant selective access to sensitive data based on user roles and permissions.C...

The customer requests a single view of customer interactions across all channels . Which Salesforce feature best addresses this need? A. Utilize Omni-Channel Routing to unify case routing and agent availability across channels. B. Configure a Knowledge Base with searchable articles and FAQs for self-service options. C. Implement the Customer...

The customer aims to automate repetitive tasks like case escalation . Which functionality can streamline this?A . Workflow RulesB . Case Escalation MatrixC . Entitlement ManagementD . Omni-Channel RoutingView AnswerAnswer: A Explanation: Workflow Rules in Salesforce Contact Center are designed to automate actions based on specific criteria, such as automatically...

Your case management design includes knowledge base article recommendations within cases . Which Salesforce feature facilitates this? A. Web-to-Case forms embedded within Knowledge Base articles for easy case creation if the article doesn‘t resolve the issue. B. Case Escalation Rules automatically triggering article recommendations when specific criteria are met within...

Your customer has a small-scale implementation with a tight timeline . Which release strategy best suits this scenario?A . Big bang deployment with all features rolled out simultaneously.B . Phased approach with incremental releases and controlled rollouts.C . Pilot deployment with a limited user group for initial testing and feedback.D...

The customer aims to automate repetitive case escalation processes . Which feature can streamline this?A . Workflow RulesB . EntitlementsC . Field History TrackingD . QueuesView AnswerAnswer: A Explanation: Workflow Rules in Salesforce can automate repetitive case escalation processes effectively. By setting up rules based on specific criteria, these workflows...