ExamGecko
Home / Salesforce / Certified Contact Center / List of questions
Ask Question

Salesforce Certified Contact Center Practice Test - Questions Answers, Page 7

List of questions

Question 61

Report
Export
Collapse

The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?

Omni-Channel Routing
Omni-Channel Routing
Case Management
Case Management
Einstein Bots
Einstein Bots
Customer Community
Customer Community
Suggested answer: B

Explanation:

Case Management functionality in Salesforce is designed to provide a holistic view of customer interactions across all channels. It allows agents to manage and access all customer case information and interactions in one place, ensuring a seamless customer service experience. Therefore, 'B. Case Management' is the most appropriate functionality to achieve a single view of customer interactions across various communication channels.

Reference: Salesforce Case Management

asked 23/09/2024
Instel SL
28 questions

Question 62

Report
Export
Collapse

The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?

Develop custom formulas to calculate customer loyalty and contract value score.
Develop custom formulas to calculate customer loyalty and contract value score.
Configure case fields to capture customer tier and contract details for manual prioritization.
Configure case fields to capture customer tier and contract details for manual prioritization.
Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.
Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.
Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.
Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.
Suggested answer: C

Explanation:

Implementing automated case escalation rules based on pre-defined loyalty and contract value thresholds is the most effective way to prioritize cases. This approach uses automation to ensure that high-value customers receive the attention they require promptly, without manual intervention, thus improving efficiency and customer satisfaction.

Reference: Salesforce Automation for Case Escalation

asked 23/09/2024
Cesar Paredes
33 questions

Question 63

Report
Export
Collapse

The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?

Knowledge Base
Knowledge Base
Process Builder
Process Builder
Web Service API
Web Service API
OmniScript
OmniScript
Suggested answer: A

Explanation:

The Knowledge Base capability in Salesforce is crucial for enabling self-service options. It allows customers to access articles, FAQs, and troubleshooting guides, empowering them to resolve simple issues independently. This not only enhances customer satisfaction by providing immediate assistance but also reduces the workload on support agents by decreasing the volume of basic inquiries.

Reference: Salesforce Knowledge Base

asked 23/09/2024
Victor Platonov
34 questions

Question 64

Report
Export
Collapse

The customer aims to automate repetitive case escalation processes. Which feature can streamline this?

Workflow Rules
Workflow Rules
Entitlements
Entitlements
Field History Tracking
Field History Tracking
Queues
Queues
Suggested answer: A

Explanation:

Workflow Rules in Salesforce can automate repetitive case escalation processes effectively. By setting up rules based on specific criteria, these workflows automatically escalate cases to the right team or individual when predefined conditions are met. This feature helps streamline case management processes, reduces manual intervention, and ensures timely response to critical issues, thereby improving overall efficiency in handling customer cases.

asked 23/09/2024
Ramzi Smair
36 questions

Question 65

Report
Export
Collapse

The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this?

Analytics Cloud
Analytics Cloud
Reports & Dashboards
Reports & Dashboards
Einstein Bots
Einstein Bots
Einstein Discovery
Einstein Discovery
Suggested answer: B

Explanation:

Salesforce's Reports & Dashboards tool is specifically designed to provide detailed analytics on various operational metrics, including agent performance and customer satisfaction. This tool allows organizations to create customized reports and dashboards that visualize data effectively, helping managers monitor and analyze performance trends and make informed decisions based on real-time data.

asked 23/09/2024
mark linde
30 questions

Question 66

Report
Export
Collapse

The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?

LiveChat
LiveChat
Einstein Bots
Einstein Bots
Salesforce Flow
Salesforce Flow
DocuSign
DocuSign
Suggested answer: B

Explanation:

Einstein Bots, available on the Salesforce AppExchange, are an excellent solution for organizations lacking advanced AI capabilities for case deflection. These bots use artificial intelligence to automate responses to common customer inquiries and can be integrated seamlessly into Salesforce systems. They help deflect routine cases by providing immediate answers to customers, reducing the load on human agents and improving overall efficiency.

asked 23/09/2024
Renats Fasulins
41 questions

Question 67

Report
Export
Collapse

The customer needs real-time sentiment analysis during calls. Which third-party integration could be beneficial?

Zoom
Zoom
Genesys Cloud CX
Genesys Cloud CX
Google Cloud AI
Google Cloud AI
Zendesk
Zendesk
Suggested answer: C

Explanation:

Google Cloud AI offers powerful tools for real-time sentiment analysis during calls, making it a beneficial third-party integration for Salesforce Contact Centers. By integrating Google Cloud AI, organizations can analyze voice interactions in real-time to detect customer sentiment, helping agents understand and react to customer emotions and concerns more effectively during the conversation. This integration can enhance customer service by providing deeper insights into customer needs and improving response strategies.

asked 23/09/2024
Lionel Fitzgerald Gweth
44 questions

Question 68

Report
Export
Collapse

The customer wants to seamlessly integrate their existing CRM system. Which Salesforce feature facilitates this?

Data Import Wizard
Data Import Wizard
Process Builder
Process Builder
Apex Code
Apex Code
Partner Integrations
Partner Integrations
Suggested answer: D

Explanation:

Seamless integration of an existing CRM system with Salesforce can be best facilitated through Partner Integrations. Salesforce offers a variety of pre-built integrations through its AppExchange, which includes many solutions developed by partners specifically for integrating various CRM systems. This approach provides standardized, supported, and scalable integration options, making 'D. Partner Integrations' the optimal choice for such requirements.

Reference: Salesforce AppExchange

asked 23/09/2024
Gaston Cruz
37 questions

Question 69

Report
Export
Collapse

The customer requires advanced customization for specific workflows. What is the best approach?

Out-of-the-box configuration
Out-of-the-box configuration
Salesforce Flow
Salesforce Flow
Third-party development
Third-party development
Custom Apex coding
Custom Apex coding
Suggested answer: D

Explanation:

When advanced customization is required for specific workflows, Custom Apex coding is often the best approach. Apex allows for a high degree of flexibility and complex logic that goes beyond what is possible with declarative tools like Salesforce Flow. It is particularly useful for creating custom business processes that cannot be achieved with standard configuration options, making 'D. Custom Apex coding' the most suitable answer.

Reference: Salesforce Developers on Apex

asked 23/09/2024
Bouchtig, Yassine
40 questions

Question 70

Report
Export
Collapse

The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized?

Field-Level Security
Field-Level Security
Omni-Channel Routing
Omni-Channel Routing
Einstein Analytics
Einstein Analytics
Knowledge Base
Knowledge Base
Suggested answer: A

Explanation:

To prioritize security and compliance, Field-Level Security (FLS) should be emphasized. FLS is a feature that allows administrators to control access to specific fields, even if a user has access to the object. This ensures that sensitive information remains secure and that compliance requirements are met by only allowing authorized personnel to view or edit particular data, which is essential for maintaining privacy and security protocols. Therefore, 'A. Field-Level Security' is the correct feature to focus on.

Reference: Salesforce Documentation on Field-Level Security

asked 23/09/2024
nir avron
38 questions
Total 207 questions
Go to page: of 21

Related questions









While some of your suggestions aim to address Ursa Major Solar's need to accommodate new agents during peak season, they raise potential concerns and might not be the most optimal approach. Here's a breakdown: Ursa Major Solar (UMS) is implementing Email-to-Case in its ... Salesforce notaro which it has used in the past 2 years as its Case Management system, to place is the party Email Channel provider. UMS is excited to learn about the artificial in capability in Einstein Case Classification and would like to prioritize the capturing the build as must-have After verifying the license, how should a consultant include the Einstein Case Classification capability in the same project? Add two requirements to the backlog in the current release date EmailMessage object to meet data requirements for Einstein formal Car Cassium be up Einstein Case Classification. Add the requirement to a future release since Einstein rends at least 400 the past 6 months to build the model in Email Channel Add the requirement in the current release as the customer are case records and because of the reed to prontice the manner Classification The most appropriate approach for incorporating Einstein Case Classification into the same project is to: A) A Add two requirements to the backlog in the current release: B) Ursa Major Solar has recently seen a big increase in case volume due to the launch of new product. What should the company do to deflect cases? Implement an internal knowledge base. Implement a customer-facing knowledge base Implement a new channel in SMS. Choose While both implementing an internal knowledge base and implementing a customer-facing knowledge base can help deflect cases, the most impactful choice for Ursa Major Solar is: Implementing a customer-facing knowledge base. Ursa Major Solar decided to roll out Einstein Bots in all of the enhanced digital snipe channels for its retail customers, including Facebook Messenger, WhatsApp and Message for In-app and Web. The Salesforce administrators are not sure how many boss they sa and why. Which recommendation should a consultant make to the Salesforce ..