Salesforce Certified Contact Center Practice Test - Questions Answers, Page 6
List of questions
Question 51

The legal team emphasizes data security and compliance. How can future functionality address this?
Explanation:
Implementing a combination of field-level security, encryption, and regular security audits addresses the concerns of data security and compliance comprehensively. Field-level security ensures that sensitive data is accessible only to authorized users based on their roles. Encryption of data at rest and in transit protects it from unauthorized access or breaches. Regular security audits and vulnerability assessments help in identifying and mitigating potential risks, ensuring that the system remains secure and compliant with legal requirements.
Question 52

The customer wants to measure the effectiveness of self-service options. Which metrics would be most relevant?
Explanation:
Measuring the effectiveness of self-service options effectively involves tracking multiple metrics: the number of cases deflected by self-service tools, customer satisfaction ratings after using these options, and comparing resolution times between self-service and traditional support channels. This combination of metrics provides a holistic view of how well self-service options are meeting customer needs and where improvements might be necessary to enhance efficiency and user satisfaction.
Question 53

Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?
Explanation:
Continuous improvement in a Contact Center can be supported by leveraging a combination of Salesforce's pre-built reports and dashboards for tracking key metrics, utilizing Einstein Analytics for deeper insights and predictive capabilities, and gathering direct feedback from agents. This comprehensive approach allows organizations to identify areas for improvement based on quantitative data and qualitative feedback, facilitating proactive problem-solving and ensuring ongoing optimization of contact center operations.
Question 54

You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
Explanation:
When encountering unexpected data inconsistencies during migration, maintaining data integrity is paramount. The best approach involves pausing the migration to thoroughly investigate the inconsistencies, identifying the root cause whether they stem from data corruption, mapping mistakes, or other issues, and resolving these problems before proceeding. This ensures that the data integrity is not compromised, which is crucial for the successful use of the new system. 'C. Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors' is therefore the most effective strategy for dealing with data inconsistencies during migration.
Reference: Salesforce Data Quality Management
Question 55

Universal Containers (UC) has been working on a Digital Engagement implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC's current environments are listed below.
* Production Org
* Test Sandbox
* Developer Sandbox
Which environments should have a two-way deployment connection in this scenario
Explanation:
For Universal Containers implementing Digital Engagement with minimal customization and focusing on change deployments, the two-way deployment connection should be between the Production Org and Test Sandbox. This setup allows for testing changes in the Test Sandbox before deploying them to Production, and vice versa, facilitating safe, iterative updates and testing without affecting the live environment directly.
Reference: Salesforce Deployment Best Practices
Question 56

The environments that should have a two-way deployment connection in this scenario are Test Sandbox and Production Org.
Which requirement needs to be met to perform a quick deployment for change sets or Metadata API components without testing the full deployment?
Explanation:
To perform a quick deployment for change sets or Metadata API components without testing the full deployment, it is required that each class and trigger that was previously deployed is covered by at least 75% joint test coverage. This ensures that the majority of the code being deployed has been sufficiently tested to maintain functionality and stability in the production environment.
Reference: Salesforce Deployment Considerations
Question 57

Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data
What does a consultant need to keep in mind while using data loader?
Explanation:
When using Data Loader for data migration, it's important to note that automated processes such as workflow rules, processes from Process Builder, and some validation rules are not executed by default unless specified in the settings. This can be crucial for ensuring the integrity of the data migration process, particularly when dealing with large volumes of data like closed cases. Thus, 'B. Automated processes are not executed' is the key consideration to keep in mind, as it affects how the data is handled during the migration process.
Reference: Salesforce Data Loader Guide
Question 58

Ursa Major Solar has recently completed testing of its upgrade to
Enhanced Digital Engagement channels. A consultant needs to now move the WhatsApp number on the testing sandbox to production.
How should the consultant accomplish this?
Explanation:
Moving a WhatsApp number used in a testing sandbox to production typically requires involvement from Salesforce Customer Support. Unlike some other configurations that can simply be recreated or entered directly in the production environment, transferring such digital engagement channels like WhatsApp often involves specific considerations, such as compliance with the WhatsApp API terms and configurations that may not be directly controllable by the administrator. Therefore, 'C. Log a case with Salesforce Customer Support' is the appropriate step to ensure the WhatsApp number is correctly and effectively moved to production.
Reference: Salesforce Digital Engagement Guide
Question 59

Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
How should an administrator provision the phone number to support this functionality?
Explanation:
For notifying customers with automated outbound SMS messages, provisioning a phone number well in advance is essential. A long code phone number, which is typically a regular 10-digit phone number, is suitable for such notifications and generally requires at least 2 weeks to provision. This allows sufficient time for setup and testing before going live. Therefore, 'C. Provision a long code phone number at least 2 weeks before golive' is the correct step for supporting this functionality effectively.
Reference: Salesforce SMS Implementation Guide
Question 60

Your customer has a small-scale implementation with a tight timeline. Which release strategy best suits this scenario?
Explanation:
For a small-scale implementation with a tight timeline, a pilot deployment strategy is particularly suitable. This approach allows a limited user group to test the new system, providing valuable feedback before a full-scale rollout. It helps identify potential issues in a controlled environment, minimizing risk and enabling adjustments based on real user experiences, making it the best choice under the described circumstances.
Reference: Salesforce Documentation on Implementation Strategies
Question