Salesforce Contact Center exam

The customer needs advanced customization for specific workflows . Which option provides flexibility?A . Out-of-the-box configurationB . Salesforce FlowC . Third-party developmentD . Custom Apex codingView AnswerAnswer: B Explanation: Salesforce Flow provides the flexibility needed for advanced customization of specific workflows within the Salesforce environment. It allows admins and developers...

The customer wants to measure the effectiveness of self-service options . Which metrics would be most relevant?A . Track the number of cases deflected by self-service compared to the total case volume.B . Monitor customer satisfaction surveys completed after using self-service options.C . Analyze average resolution times for cases initiated...

The IT team wants to integrate Salesforce with their existing CRM system . Which future functionality would facilitate this? A. Utilize standard Salesforce connectors and APIs for seamless data exchange. B. Develop custom Apex code to synchronize data between the two systems. C. Implement point-to-point integrations with unique data mappings...

You need to validate bot security and data privacy compliance . Which tool helps with this?A . Salesforce Security Review tool providing insights into potential security vulnerabilities within your bot configuration.B . Data Loss Prevention (DLP) policies defining rules for sensitive data handling and preventing unauthorized access.C . User Role...

Your bot design includes integration with external systems for data retrieval . Which security protocol safeguards data exchange? A. Secure Sockets Layer (SSL) encryption protecting data transmission between the bot and external systems. B. API authentication mechanisms ensuring authorized access and verification for data exchange. C. Field-Level Encryption selectively encrypting...

The customer prioritizes cost optimization and efficient resource allocation . Which design aspect contributes to this?A . Develop extensive custom functionalities with high implementation and maintenance costs.B . Leverage standard Salesforce features and pre-built functionalities to avoid custom development.C . Implement resource-intensive automations without considering their impact on operational cost.D...

The marketing team wants to track the impact of social media campaigns on Contact Center volume . How can you measure this?A . Monitor case mentions of specific campaign keywords and track resolution times.B . Integrate social media platform data with Salesforce for customer journey analysis.C . Analyze call origin...

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...

The legal team emphasizes data security and compliance . How can future functionality address this?A . Implement field-level security to restrict access to sensitive data based on user roles and permissions.B . Encrypt customer data at rest and in transit to protect against unauthorized access.C . Conduct regular security audits...

The customer requires advanced customization for specific workflows . What is the best approach?A . Out-of-the-box configurationB . Salesforce FlowC . Third-party developmentD . Custom Apex codingView AnswerAnswer: D Explanation: When advanced customization is required for specific workflows, Custom Apex coding is often the best approach. Apex allows for a...