Salesforce Certified Contact Center Practice Test - Questions Answers, Page 11
List of questions
Question 101
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Your legacy system stores customer data in different formats. Which tool helps assess data readiness for migration?
Explanation:
The Data Migration Assistant (DMA) tool is specifically designed to analyze data formats and compatibility, making it an essential resource for assessing data readiness prior to migration. It helps in evaluating how legacy data formats will translate into Salesforce, identifying any potential issues like data inconsistency or incompatibility early in the migration process. Therefore, 'C. Data Migration Assistant (DMA) tool for analyzing data format and compatibility' is the most effective tool for assessing legacy data readiness.
Reference: Salesforce Data Migration
Question 102
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Your data includes sensitive customer information. Which security mechanism protects data during migration?
Explanation:
Ensuring the security of sensitive customer data during migration requires a multi-layered approach. Data encryption both at rest and in transit, via SSL/TLS protocols, ensures the data is protected against unauthorized access during transfer. User permissions and field-level security within Salesforce restrict access to sensitive data. Data anonymization or pseudonymization techniques mask sensitive information, providing additional privacy. 'D. All of the above, forming a multi-layered approach to data security during and after migration' offers comprehensive protection for sensitive data throughout the migration process.
Reference: Salesforce Data Security
Question 103
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You need to migrate both active and historical customer data. Which migration approach balances efficiency and minimal disruption?
Explanation:
A phased migration approach, where specific subsets of data (both active and historical customer data) are migrated in stages, balances efficiency and minimal disruption. This strategy allows continuous operation of both legacy and new systems during the transition phase, minimizing downtime and service interruptions. It also provides opportunities to address issues on a smaller scale before they affect the entire dataset.
Question 104
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Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?
Explanation:
To prevent the creation of duplicate records in Salesforce during data migration from legacy systems, several tools and features should be employed in concert: A. Matching rules help define the criteria for identifying duplicates. B. Data Import Wizard includes settings to prevent duplicates during the import process. C. Workflow Rules can be configured to automatically trigger deduplication logic when specific conditions are met. Using these tools together enhances the prevention of duplicates, ensuring better data quality and integrity post-migration.
Question 105
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You need to validate data migration accuracy and completeness. Which tool assists with this process?
Explanation:
Several tools assist in validating data migration accuracy and completeness: A. Salesforce Reports and Dashboards enable comparisons of data metrics between the legacy system and Salesforce. B. Data Compare tools like Informatica PowerCenter provide deep analysis capabilities for identifying discrepancies and integrity issues. C. Validation Rules within Salesforce ensure that incoming data adheres to specific formats and constraints, preventing incorrect data entries. Employing these tools collectively ensures a thorough validation process for migrated data, securing data integrity and accuracy.
Question 106
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Your migration plan includes transferring agent performance data. Which Salesforce object best accommodates this data?
Explanation:
To accommodate agent performance data within Salesforce, creating custom objects specifically designed to track such metrics is the most suitable approach. Custom objects allow for the flexible design of data structures that can specifically cater to the unique requirements of tracking agent performance, such as productivity, customer feedback scores, and other relevant KPIs. This flexibility ensures that all pertinent data can be captured and analyzed effectively within Salesforce.
Question 107
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You need to migrate complex workflows from your legacy system. Which tool facilitates this?
Explanation:
Depending on the complexity and requirements of the legacy workflows, you can utilize Process Builder for simple automation, Flow Builder for more intricate logic and integrations, or Apex code for custom scripting of advanced functionalities. Choose the tool that best suits the specific workflow you're migrating.
Question 108
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Your data migration timeline is tight. Which option helps expedite the process?
Explanation:
To expedite a tight data migration timeline, multiple strategies can be employed based on the resources available and the complexity of the migration project. Manual data entry might be suitable for critical but limited information, using data migration tools with automation capabilities can greatly enhance efficiency for large datasets, and outsourcing to experienced vendors can leverage expert skills to ensure timely completion. Thus, 'D. All of the above, depending on the resources available and the complexity of the migration project' is the most practical and comprehensive answer.
Reference: Salesforce Data Migration Best Practices
Question 109
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The correct answer is Provision a long code phone number at least 2weeks before go-live.
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?
Explanation:
To support new hire agents who struggle with handling multiple chat requests, configuring Omni-Channel settings to limit the number of concurrent chats is crucial. By creating and assigning a new Presence Configuration that limits junior agents to handling only two chat requests at a time, administrators can effectively manage agent workload. This configuration allows the organization to tailor chat capacity to individual agent capabilities, improving both performance and job satisfaction. 'A. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration' is therefore the correct approach to provide ramp-up time for junior agents.
Reference: Salesforce Omni-Channel Settings
Question 110
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Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?
Explanation:
To provide ramp-up time for junior agents handling fewer chat requests at a time, an administrator should create and assign a new Presence Status. This status would specifically allow junior agents to handle only two chat requests simultaneously, compared to the standard three. This setting tailors the workload according to the agent's capability, ensuring they are not overwhelmed, which helps in their gradual adaptation to the expected work pace.
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