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Salesforce Certified Contact Center Practice Test - Questions Answers, Page 8

List of questions

Question 71

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Your scenario involves routing calls based on language spoken. Which feature facilitates this?

Custom Apex code defining language detection and routing logic.
Custom Apex code defining language detection and routing logic.
Omni-Channel routing with skill mapping based on agent language proficiency.
Omni-Channel routing with skill mapping based on agent language proficiency.
Phone Numbers configured with specific languages and automatic call routing.
Phone Numbers configured with specific languages and automatic call routing.
Integrated Speech-to-Text (STT) and language identification tools for real-time routing.
Integrated Speech-to-Text (STT) and language identification tools for real-time routing.
Suggested answer: B

Explanation:

Omni-Channel routing with skill mapping based on agent language proficiency is the most effective feature for routing calls based on the language spoken. This feature allows calls to be directed to agents who are proficient in the language required by the caller, ensuring effective communication and enhancing customer satisfaction.

asked 23/09/2024
Reed G Porter
28 questions

Question 72

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You need to validate call recording functionality. Which Salesforce tool assists with this?

Monitoring call logs and reports within Salesforce for recorded call availability.
Monitoring call logs and reports within Salesforce for recorded call availability.
Utilizing the Call History related list on Case records to access and play recordings.
Utilizing the Call History related list on Case records to access and play recordings.
Configuring Voice Call Transcripts to generate automatic text summaries of recorded calls.
Configuring Voice Call Transcripts to generate automatic text summaries of recorded calls.
All of the above, providing various options for accessing, playing, and reviewing call recordings.
All of the above, providing various options for accessing, playing, and reviewing call recordings.
Suggested answer: D

Explanation:

Validating call recording functionality can be effectively managed using a combination of Salesforce tools: A. Monitoring call logs and reports within Salesforce ensures recorded calls are stored and accessible. B. Utilizing the Call History related list on Case records allows users to access and play specific recordings. C. Configuring Voice Call Transcripts to generate text summaries aids in reviewing the content of calls efficiently. Using these tools together provides a comprehensive approach to managing, accessing, and reviewing call recordings.

asked 23/09/2024
John Bocachica
46 questions

Question 73

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Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?

Process Builder sequences defining IVR menus and routing options based on caller selections.
Process Builder sequences defining IVR menus and routing options based on caller selections.
Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.
Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.
Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.
Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.
All of the above, depending on the complexity of the desired IVR functionalities.
All of the above, depending on the complexity of the desired IVR functionalities.
Suggested answer: B

Explanation:

Flow Builder is best suited for designing and configuring IVR (Interactive Voice Response) systems due to its visual drag-and-drop interface. This tool allows for easy creation of complex IVR menus and routing options based on caller selections, facilitating effective call deflection and ensuring callers can resolve their inquiries without needing direct agent interaction.

asked 23/09/2024
Pilocz Pi
39 questions

Question 74

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The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?

Implement multi-factor authentication (MFA) for secure agent logins and access.
Implement multi-factor authentication (MFA) for secure agent logins and access.
Configure field-level security to restrict access to sensitive data based on user roles.
Configure field-level security to restrict access to sensitive data based on user roles.
Encrypt customer data at rest and in transit to protect against unauthorized access.
Encrypt customer data at rest and in transit to protect against unauthorized access.
Regularly conduct security audits and vulnerability assessments to identify potential risks.
Regularly conduct security audits and vulnerability assessments to identify potential risks.
Suggested answer: B

Explanation:

Field-Level Security (FLS) is a fundamental security feature in Salesforce that allows administrators to control access to specific fields based on user roles. This feature is crucial for ensuring that sensitive customer data is only accessible by authorized personnel, thereby providing a targeted approach to data security and compliance. 'B. Configure field-level security to restrict access to sensitive data based on user roles' is therefore the most important security requirement for managing access to sensitive information effectively.

Reference: Salesforce Field-Level Security

asked 23/09/2024
Marco Santoro
31 questions

Question 75

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The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

Integrate with a third-party survey platform for customization and detailed analysis.
Integrate with a third-party survey platform for customization and detailed analysis.
Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.
Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.
Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.
Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.
Develop custom case fields and workflows to capture and track customer feedback internally.
Develop custom case fields and workflows to capture and track customer feedback internally.
Suggested answer: B

Explanation:

Salesforce Surveys provide a native and integrated way to capture customer feedback directly within Salesforce. By utilizing pre-built templates, these surveys can be automatically triggered after case closures, making it an effective method for collecting structured feedback. This feature ensures that the feedback is linked to the customer records and interactions, providing actionable insights and maintaining data consistency within Salesforce. Therefore, 'B. Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure' is the most beneficial feedback mechanism for capturing customer opinions and improving service.

Reference: Salesforce Surveys

asked 23/09/2024
Artem Masin
28 questions

Question 76

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The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?

Utilize Trailhead online modules and Salesforce documentation for independent learning.
Utilize Trailhead online modules and Salesforce documentation for independent learning.
Implement Premier Support with dedicated access to expert consultants and proactive issue resolution.
Implement Premier Support with dedicated access to expert consultants and proactive issue resolution.
Develop custom training materials and conduct internal workshops for agent familiarization.
Develop custom training materials and conduct internal workshops for agent familiarization.
Leverage partner resources and certified consultants for specialized training and implementation guidance.
Leverage partner resources and certified consultants for specialized training and implementation guidance.
Suggested answer: B

Explanation:

Implementing Premier Support is the most suitable option for ongoing training and support for agents using the new Salesforce Contact Center system. Premier Support provides organizations with dedicated access to Salesforce experts and consultants who offer specialized training, proactive issue resolution, and continuous support. This level of support ensures that agents are well-equipped to use the system efficiently and can resolve any issues quickly, enhancing their overall effectiveness and comfort with the system.

asked 23/09/2024
Endre Horvath
32 questions

Question 77

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The company's primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?

Average Contact Handle Time (AHT)
Average Contact Handle Time (AHT)
First Contact Resolution (FCR) Rate
First Contact Resolution (FCR) Rate
Customer Satisfaction (CSAT) Score
Customer Satisfaction (CSAT) Score
Net Promoter Score (NPS)
Net Promoter Score (NPS)
Suggested answer: C

Explanation:

The Customer Satisfaction (CSAT) Score is the key performance indicator (KPI) that best aligns with the objective of improving customer satisfaction. CSAT directly measures the degree of satisfaction customers feel with a service or product, usually gathered through post-interaction surveys asking customers to rate their experience. It provides clear insights into how satisfied customers are, which is directly linked to the company's goal of improving customer satisfaction.

asked 23/09/2024
ALLIE SEBRONE MUHAMUBI
42 questions

Question 78

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The company aims to reduce operational costs. Which KPI is most relevant to track their progress?

Customer Acquisition Cost (CAC)
Customer Acquisition Cost (CAC)
Agent Resolution Rate
Agent Resolution Rate
Average Cost per Case (CPAC)
Average Cost per Case (CPAC)
Employee Turnover Rate
Employee Turnover Rate
Suggested answer: C

Explanation:

The Average Cost per Case (CPAC) is the most relevant KPI for tracking progress in reducing operational costs within a contact center. This metric provides a clear measurement of the cost associated with resolving each customer case, taking into account all resources utilized in the process. Monitoring and optimizing CPAC can help a company identify areas where efficiencies can be improved, thus directly contributing to the reduction of operational costs.

asked 23/09/2024
Nandor Gombos
47 questions

Question 79

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The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?

Case Volume Deflection Rate
Case Volume Deflection Rate
Customer Effort Score (CES)
Customer Effort Score (CES)
Number of Knowledge Base Articles Viewed
Number of Knowledge Base Articles Viewed
Web Chat Engagement Rate
Web Chat Engagement Rate
Suggested answer: A

Explanation:

The Case Volume Deflection Rate is the key performance indicator that would effectively measure the success of increasing online self-service adoption. This KPI calculates the percentage of potential cases that are deflected through self-service channels such as FAQs, knowledge base articles, and automated chatbots, indicating how well these tools are serving customers' needs without requiring direct agent involvement. It is an effective measure of self-service adoption and efficiency.

asked 23/09/2024
Charalambos Stavrou
34 questions

Question 80

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The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?

Number of Escalated Cases
Number of Escalated Cases
Agent Average AHT
Agent Average AHT
First Contact Resolution (FCR) Rate
First Contact Resolution (FCR) Rate
Customer Effort Score (CES)
Customer Effort Score (CES)
Suggested answer: C

Explanation:

To enhance the first-contact resolution rate, the most direct and relevant KPI to monitor is the First Contact Resolution (FCR) Rate itself. FCR measures the percentage of customer inquiries that are resolved during the first interaction with the customer, without the need for follow-up or escalation. Monitoring this KPI closely helps to assess the effectiveness of the contact center in resolving issues promptly and efficiently, making 'C. First Contact Resolution (FCR) Rate' the correct answer.

Reference: Salesforce Documentation on Service Cloud Metrics

asked 23/09/2024
Nagarajapandian T
27 questions
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