Salesforce Contact Center

The customer prioritizes routing cases to agents based on language skills and technical expertise . Which routing logic requirement should be emphasized?A . Implement round-robin routing to distribute cases evenly among agents.B . Configure skill-based routing with agent profiles mapped to specific languages and specialties.C . Utilize presence-based routing to...

The company prioritizes measuring customer effort during interactions . Which KPI is best suited for this purpose?A . Net Promoter Score (NPS)B . Customer Lifetime Value (CLTV)C . Customer Effort Score (CES)D . First Contact Resolution (FCR) RateView AnswerAnswer: C Explanation: The Customer Effort Score (CES) is the best-suited KPI...

The customer expects high data volumes and complex reporting needs . Which solution supports scalability and advanced analysis?A . Utilize standard Salesforce Reports and Dashboards for basic data visualization.B . Implement Einstein Analytics for AI-powered insights and predictive analysis.C . Leverage external data warehouse solutions for data storage and complex...

The customer wants to prioritize security and compliance . Which Salesforce feature should be emphasized? A. Field-Level Security B. Omni-Channel Routing C. Einstein Analytics D. Knowledge BaseView AnswerAnswer: A Explanation: To prioritize security and compliance, Field-Level Security (FLS) should be emphasized. FLS is a feature that allows administrators to control...

The customer wants to seamlessly integrate their existing CRM system . Which Salesforce feature facilitates this?A . Data Import WizardB . Process BuilderC . Apex CodeD . Partner IntegrationsView AnswerAnswer: D Explanation: Seamless integration of an existing CRM system with Salesforce can be best facilitated through Partner Integrations. Salesforce offers...

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 requests integrations with existing CRM and marketing automation systems . Which approach promotes data integrity and maintainability?A . Develop custom code for each integration, creating independent data silos and complex maintenance needs.B . Utilize pre-built Salesforce connectors and APIs for seamless data exchange with external systems.C . Implement...

The customer wants to automate sending invoices and case history updates via email . Which business process requirement should be considered?A . Develop custom Apex code for automated email triggers and attachments.B . Utilize Process Builder with predefined rules for email notifications based on case updates.C . Configure outbound email...

The customer wants to track agent performance and customer satisfaction . Which functionality provides valuable insights?A . Field History TrackingB . Reports & DashboardsC . Einstein DiscoveryD . Process BuilderView AnswerAnswer: B Explanation: Reports and Dashboards in Salesforce provide comprehensive insights into agent performance and customer satisfaction. They enable organizations...

The customer requires ongoing training and support for agents using the new Salesforce Contact Center system . Which support option is most suitable?A . Utilize Trailhead online modules and Salesforce documentation for independent learning.B . Implement Premier Support with dedicated access to expert consultants and proactive issue resolution.C . Develop...