Salesforce Contact Center

The customer requires secure access control for sensitive customer data . Which functionality is most important? A. Field-Level Security B. Two-Factor Authentication (2FA) C. Encrypted Case HistoriesView AnswerAnswer: A Explanation: Field-Level Security (FLS) is crucial in controlling access to sensitive data fields within Salesforce. By limiting visibility and editability of...

Your scenario requires generating automated case updates based on customer interactions . Which Salesforce feature offers this capability?A . Workflow Rules triggering email notifications and case updates based on specific events or field changes.B . Process Builder sequences defining automated actions and data updates based on triggers and conditions.C ....

The company desires to enhance first-contact resolution rate . Which KPI should be closely monitored?A . Number of Escalated CasesB . Agent Average AHTC . First Contact Resolution (FCR) RateD . Customer Effort Score (CES)View AnswerAnswer: C Explanation: To enhance the first-contact resolution rate, the most direct and relevant KPI...

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...