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Salesforce Certified Contact Center Practice Test - Questions Answers, Page 11

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Question 101

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Your legacy system stores customer data in different formats. Which tool helps assess data readiness for migration?

Salesforce Data Loader for bulk data imports and mapping.
Salesforce Data Loader for bulk data imports and mapping.
Data Quality Rules within Salesforce highlighting inconsistencies and missing information.
Data Quality Rules within Salesforce highlighting inconsistencies and missing information.
Data Migration Assistant (DMA) tool for analyzing data format and compatibility.
Data Migration Assistant (DMA) tool for analyzing data format and compatibility.
Custom Apex code scripts developed to assess and clean legacy data for migration.
Custom Apex code scripts developed to assess and clean legacy data for migration.
Suggested answer: C

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

asked 23/09/2024
Yan Wei
35 questions

Question 102

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Your data includes sensitive customer information. Which security mechanism protects data during migration?

Data encryption at rest and in transit via SSL/TLS protocols.
Data encryption at rest and in transit via SSL/TLS protocols.
User permissions and field-level security restricting access to sensitive data within Salesforce.
User permissions and field-level security restricting access to sensitive data within Salesforce.
Data anonymization or pseudonymization masking sensitive information during migration and storage.
Data anonymization or pseudonymization masking sensitive information during migration and storage.
All of the above, forming a multi-layered approach to data security during and after migration.
All of the above, forming a multi-layered approach to data security during and after migration.
Suggested answer: D

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

asked 23/09/2024
Javier Portabales
40 questions

Question 103

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You need to migrate both active and historical customer data. Which migration approach balances efficiency and minimal disruption?

Full cutover migration transferring all data at once, followed by system downtime for configuration.
Full cutover migration transferring all data at once, followed by system downtime for configuration.
Phased migration migrating specific data subsets in stages to minimize service interruption.
Phased migration migrating specific data subsets in stages to minimize service interruption.
Incremental migration continuously syncing updates from legacy systems to Salesforce for real-time data consistency.
Incremental migration continuously syncing updates from legacy systems to Salesforce for real-time data consistency.
Pilot migration testing the process with a small data sample before large-scale migration commences.
Pilot migration testing the process with a small data sample before large-scale migration commences.
Suggested answer: B

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.

asked 23/09/2024
Mike Rachuj
34 questions

Question 104

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Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?

Matching rules defining criteria for identifying and merging duplicate records.
Matching rules defining criteria for identifying and merging duplicate records.
Data Import Wizard with duplicate prevention settings during bulk data importing.
Data Import Wizard with duplicate prevention settings during bulk data importing.
Workflow Rules automatically triggering deduplication logic based on specific data fields.
Workflow Rules automatically triggering deduplication logic based on specific data fields.
All of the above, working together to prevent duplicate records and ensure data integrity after migration.
All of the above, working together to prevent duplicate records and ensure data integrity after migration.
Suggested answer: D

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.

asked 23/09/2024
Mark Arnold Santos
37 questions

Question 105

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You need to validate data migration accuracy and completeness. Which tool assists with this process?

Salesforce Reports and Dashboards providing data comparisons between legacy and Salesforce systems.
Salesforce Reports and Dashboards providing data comparisons between legacy and Salesforce systems.
Data Compare tools like Informatica PowerCenter analyzing record discrepancies and data integrity.
Data Compare tools like Informatica PowerCenter analyzing record discrepancies and data integrity.
Validation Rules on key fields within Salesforce ensuring data adherence to defined formats and constraints.
Validation Rules on key fields within Salesforce ensuring data adherence to defined formats and constraints.
All of the above, offering various methods for comparing and verifying data accuracy after migration.
All of the above, offering various methods for comparing and verifying data accuracy after migration.
Suggested answer: D

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.

asked 23/09/2024
Timothy Brown
33 questions

Question 106

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Your migration plan includes transferring agent performance data. Which Salesforce object best accommodates this data?

Account records representing your customer organizations.
Account records representing your customer organizations.
Contact records for individual customer contacts.
Contact records for individual customer contacts.
User records for your contact center agents.
User records for your contact center agents.
Custom objects specifically designed for tracking agent performance metrics.
Custom objects specifically designed for tracking agent performance metrics.
Suggested answer: D

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.

asked 23/09/2024
Farid Tannouch
34 questions

Question 107

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You need to migrate complex workflows from your legacy system. Which tool facilitates this?

Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
Flow Builder with visual development environment for building complex automation and logic flows.
Flow Builder with visual development environment for building complex automation and logic flows.
Apex code development for custom scripting and advanced workflow logic implementation.
Apex code development for custom scripting and advanced workflow logic implementation.
All of the above, depending on the complexity and specific functionalities of the migrating workflows.
All of the above, depending on the complexity and specific functionalities of the migrating workflows.
Suggested answer: D

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.

asked 23/09/2024
Vaibhav Damle
44 questions

Question 108

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Your data migration timeline is tight. Which option helps expedite the process?

Manual data entry into Salesforce records for critical information.
Manual data entry into Salesforce records for critical information.
Utilizing data migration tools with automation capabilities and bulk processing features.
Utilizing data migration tools with automation capabilities and bulk processing features.
Outsourcing the data migration process to experienced third-party vendors.
Outsourcing the data migration process to experienced third-party vendors.
All of the above, depending on the resources available and the complexity of the migration project.
All of the above, depending on the resources available and the complexity of the migration project.
Suggested answer: D

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

asked 23/09/2024
Janko Schutte
32 questions

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?

Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.
Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.
Create and assign a new Presence Status
Create and assign a new Presence Status
The correct answer is Create and assign a new Presence Configuration.
The correct answer is Create and assign a new Presence Configuration.
Suggested answer: A

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

asked 23/09/2024
Luke Smith
30 questions

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?

Create and assign a new Presence Configuration. Create and apply a new
Create and assign a new Presence Configuration. Create and apply a new
Routing Configuration.
Routing Configuration.
Create and assign a new Presence Status
Create and assign a new Presence Status
Suggested answer: C

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.

asked 23/09/2024
Jasper John Cecilio
30 questions
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