Salesforce Certified Contact Center Practice Test - Questions Answers, Page 7
List of questions
Question 61
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The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?
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
Question 62
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The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?
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
Question 63
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The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?
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
Question 64
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The customer aims to automate repetitive case escalation processes. Which feature can streamline this?
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.
Question 65
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The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this?
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.
Question 66
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The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?
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.
Question 67
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The customer needs real-time sentiment analysis during calls. Which third-party integration could be beneficial?
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.
Question 68
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The customer wants to seamlessly integrate their existing CRM system. Which Salesforce feature facilitates this?
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
Question 69
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The customer requires advanced customization for specific workflows. What is the best approach?
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
Question 70
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The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized?
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
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