Salesforce Contact Center exam

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 company prioritizes identifying trends and patterns in customer behavior . Which KPI is most valuable for this analysis?A . Contact Reason CategorizationB . Peak Volume HoursC . Customer Journey MappingD . Case Resolution TrendsView AnswerAnswer: C Explanation: Customer Journey Mapping is the most valuable KPI for identifying trends and...

The customer wants to prioritize cases based on customer loyalty and contract value . Which functionality enables this?A . Case ClassificationB . EntitlementsC . Case Escalation RulesD . Custom Apex CodeView AnswerAnswer: D Explanation: Custom Apex Code is the most flexible option for implementing sophisticated case prioritization logic that can...

Validating messaging channel functionality involves testing message delivery and content accuracy . Which tool helps with this?A . Monitoring chat logs and transcripts within Salesforce to review message content and delivery status.B . Utilizing third-party testing tools like Twilio Sandbox or MessageBird to send test messages and verify delivery.C ....

You have identified two personas for your Contact Center: experienced agents and new hires . How can future functionality cater to both groups?A . Develop advanced automation tools for experienced agents and basic training resources for new hires.B . Design a flexible interface that adapts to different skill levels and...

Your design includes integrating WhatsApp Business for customer communication . Which tool facilitates this?A . Salesforce Social Studio with connectors for managing various social media and messaging platforms.B . Custom Apex code developed to connect Salesforce with the WhatsApp Business API.C . Flow Builder with pre-built templates for configuring messaging...

Your customer focuses on cost efficiency . How can future functionality contribute to cost reduction?A . Develop custom dashboards for detailed agent performance analysis and identify areas for improvement.B . Implement automated case categorization and routing to optimize agent utilization.C . Offer self-service options and chatbots to deflect simple inquiries...

The customer needs real-time sentiment analysis during calls . Which third-party integration could be beneficial?A . ZoomB . Genesys Cloud CXC . Google Cloud AID . ZendeskView AnswerAnswer: C Explanation: Google Cloud AI offers powerful tools for real-time sentiment analysis during calls, making it a beneficial third-party integration for Salesforce...

The company prioritizes increasing online self-service adoption . Which KPI would effectively measure this?A . Case Volume Deflection RateB . Customer Effort Score (CES)C . Number of Knowledge Base Articles ViewedD . Web Chat Engagement RateView AnswerAnswer: A Explanation: The Case Volume Deflection Rate is the key performance indicator that...

You need to validate automated case escalation . Which tool helps monitor and assess this process? A. Monitoring Escalation History related list within case records to track escalation triggers and actions taken. B. Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons. C. Supervisor Console...