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Salesforce Certified Contact Center Practice Test - Questions Answers, Page 14

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Question 131

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You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?

Salesforce Knowledge articles with categorization and tagging for easy customer search.
Salesforce Knowledge articles with categorization and tagging for easy customer search.
Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.
Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.
Einstein Search for intelligent article recommendations based on customer keywords and context.
Einstein Search for intelligent article recommendations based on customer keywords and context.
All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.
All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.
Suggested answer: D

Explanation:

Configuring a self-service knowledge base effectively involves multiple Salesforce features: A. Salesforce Knowledge provides articles that can be easily categorized and tagged for customer searches. B. Web-to-Case forms allow customers to submit inquiries directly if articles do not resolve their issues. C. Einstein Search enhances the experience by offering intelligent article recommendations based on customer inputs. These features together create a robust, user-friendly self-service knowledge base, promoting efficient customer self-help and satisfaction.

asked 23/09/2024
Paula Delgado
35 questions

Question 132

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Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

Salesforce Reports with filters for user searches and article views to assess popularity and engagement.
Salesforce Reports with filters for user searches and article views to assess popularity and engagement.
Quality assurance reviews by internal teams or external testing services to validate content accuracy.
Quality assurance reviews by internal teams or external testing services to validate content accuracy.
User feedback surveys and rating systems on Knowledge articles to gather direct customer input.
User feedback surveys and rating systems on Knowledge articles to gather direct customer input.
All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience.
All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience.
Suggested answer: D

Explanation:

Validating self-service functionality, particularly the quality and accessibility of Knowledge articles, involves a combination of methods to ensure comprehensive evaluation. Salesforce Reports can analyze user searches and article views to measure engagement and identify popular content. Quality assurance reviews can validate the accuracy and relevance of the content. Additionally, user feedback surveys and rating systems enable direct customer input on the usefulness and clarity of the articles. Thus, 'D. All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience' is the most effective way to assess and improve article quality and accessibility.

Reference: Salesforce Knowledge Management

asked 23/09/2024
Rok Nemec
31 questions

Question 133

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Your project requires migrating customer data with multiple language variations. Which data preparation step helps maintain language consistency and accuracy?

Utilizing data validation rules to flag and correct inconsistencies in customer record language formats and character sets.
Utilizing data validation rules to flag and correct inconsistencies in customer record language formats and character sets.
Configuring the new system to recognize and handle different language formats and encoding standards for accurate import.
Configuring the new system to recognize and handle different language formats and encoding standards for accurate import.
Manually reviewing and verifying the language and character consistency of customer data before migration.
Manually reviewing and verifying the language and character consistency of customer data before migration.
All of the above, contributing to a seamless transition with accurate representation of multilingual customer data.
All of the above, contributing to a seamless transition with accurate representation of multilingual customer data.
Suggested answer: D

Explanation:

Maintaining language consistency and accuracy during customer data migration involves various steps: A. Data validation rules ensure that inconsistencies in language formats and character sets are flagged and corrected. B. Configuring the system to handle different language formats and encoding standards is crucial for accurate data import. C. Manual review of language and character consistency helps verify the accuracy before migration. Employing these measures ensures that multilingual customer data is accurately represented in the new system, enhancing data integrity and usability.

asked 23/09/2024
Samya Sharab
40 questions

Question 134

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You're deploying a new AI-powered virtual assistant for initial customer inquiries. Which cut-over requirement helps maintain customer trust and transparency?

Clearly disclosing the use of AI and providing options for human interaction when needed.
Clearly disclosing the use of AI and providing options for human interaction when needed.
Training the virtual assistant on diverse customer data and common language variations for accuracy.
Training the virtual assistant on diverse customer data and common language variations for accuracy.
Monitoring interactions and measuring the virtual assistant's effectiveness in resolving customer issues.
Monitoring interactions and measuring the virtual assistant's effectiveness in resolving customer issues.
All of the above, contributing to a responsible and trustworthy AI implementation for customer support.
All of the above, contributing to a responsible and trustworthy AI implementation for customer support.
Suggested answer: D

Explanation:

Deploying a new AI-powered virtual assistant effectively requires several critical steps: A. Transparency about the use of AI and ensuring customers have the option to interact with human agents if needed. B. Training the virtual assistant using diverse data sets to handle various customer inquiries accurately. C. Monitoring interactions and evaluating the effectiveness of the virtual assistant in resolving customer issues to continually improve its performance. These practices foster customer trust and ensure the AI assistant is effectively integrated into the support workflow, enhancing overall customer experience.

asked 23/09/2024
Andrew Dobie
34 questions

Question 135

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Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?

Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.
Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.
Providing comprehensive training on the new platform's features and functionalities for report creation and analysis.
Providing comprehensive training on the new platform's features and functionalities for report creation and analysis.
Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.
Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.
All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system.
All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system.
Suggested answer: D

Explanation:

In upgrading to a new Contact Center analytics platform, maintaining continuity and user familiarity is critical. Mapping existing reports and dashboards with similar layouts helps ease the transition. Providing comprehensive training on new features ensures users can fully leverage the new platform. Importing historical data allows for ongoing trend analysis and comparative insights. Thus, 'D. All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system' encapsulates the comprehensive approach needed to ensure a seamless changeover.

Reference: Salesforce Data and Analytics Migration Best Practices

asked 23/09/2024
Andrej Mišura
31 questions

Question 136

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You're deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?

Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.
Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.
Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.
Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.
Training agents on using the social media listening tool to effectively engage with customers and address concerns.
Training agents on using the social media listening tool to effectively engage with customers and address concerns.
All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.
All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.
Suggested answer: D

Explanation:

Deploying a new social media listening tool involves several critical requirements to ensure effective customer engagement and prioritization of concerns. Defining criteria for escalable issues ensures only relevant matters are escalated. Configuring automated notifications for high-priority mentions ensures timely responses to critical engagements. Training agents on the effective use of the tool enhances their ability to engage appropriately. Therefore, 'D. All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media' provides a comprehensive strategy for effective social media listening and interaction.

Reference: Salesforce Social Studio

asked 23/09/2024
Vincent Chung
35 questions

Question 137

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You're given a list of project requirements including specific agent skill sets for case routing. Which tool helps validate this requirement is met within the deployed system?

Manual testing by assigning cases to agents and verifying routing based on pre-defined skill sets.
Manual testing by assigning cases to agents and verifying routing based on pre-defined skill sets.
Utilizing Process Builder workflows and Flow triggers to trace case routing logic and confirm alignment with required skill sets.
Utilizing Process Builder workflows and Flow triggers to trace case routing logic and confirm alignment with required skill sets.
Running Case Assignment Rule reports and analyzing data to ensure cases are routed to agents with matching skills.
Running Case Assignment Rule reports and analyzing data to ensure cases are routed to agents with matching skills.
All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.
All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.
Suggested answer: D

Explanation:

Validating that case routing adheres to specific agent skill sets requires a multi-faceted approach. Manual testing of case assignments ensures real-world efficacy. Utilizing Process Builder and Flow triggers to trace case routing logic verifies the correct implementation of routing rules. Running Case Assignment Rule reports provides data-driven validation of routing accuracy. Hence, 'D. All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets' best ensures that the system's functionality matches project requirements.

Reference: Salesforce Case Assignment and Routing

asked 23/09/2024
Chris OMalley
26 questions

Question 138

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Your deployment involves integrating a new chat platform. Which data migration preparation step ensures seamless continuity for ongoing chat conversations?

Importing historical chat transcripts and associating them with corresponding cases or customer profiles.
Importing historical chat transcripts and associating them with corresponding cases or customer profiles.
Configuring the new platform to automatically migrate open chat sessions in progress during the cut-over period.
Configuring the new platform to automatically migrate open chat sessions in progress during the cut-over period.
Testing data migration with sample chat sessions and verifying accurate transfer of conversation details and context.
Testing data migration with sample chat sessions and verifying accurate transfer of conversation details and context.
All of the above, contributing to a smooth transition with minimal disruption to ongoing chat interactions.
All of the above, contributing to a smooth transition with minimal disruption to ongoing chat interactions.
Suggested answer: D

Explanation:

Ensuring seamless continuity for ongoing chat conversations during platform integration involves several critical steps. Importing historical chat transcripts maintains historical context. Configuring the new platform for automatic migration of open sessions prevents disruption during the transition. Testing data migration with sample chats verifies the integrity and accuracy of transferred data. Thus, 'D. All of the above, contributing to a smooth transition with minimal disruption to ongoing chat interactions' ensures a thorough and effective migration process for the new chat platform.

Reference: Salesforce Chat Integration and Migration

asked 23/09/2024
Fadi Iraqi
37 questions

Question 139

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You're validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates.
Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates.
Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.
Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.
Manually comparing case details and identifying duplicates for removal or merging before data migration.
Manually comparing case details and identifying duplicates for removal or merging before data migration.
All of the above, depending on the complexity and desired level of automation for duplicate case handling.
All of the above, depending on the complexity and desired level of automation for duplicate case handling.
Suggested answer: D

Explanation:

Identifying and handling duplicate entries during data cleansing for case migration involves multiple strategies to ensure data integrity. Matching and merging records based on common identifiers like email addresses or phone numbers is effective in eliminating duplicates. Data quality rules and duplicate detection tools can systematically flag potential duplicates for further review. Manually reviewing case details provides a final check to ensure no duplicates slip through. Hence, 'D. All of the above, depending on the complexity and desired level of automation for duplicate case handling' covers all necessary methods for thorough duplicate management.

Reference: Salesforce Data Management

asked 23/09/2024
eddie alvarez
42 questions

Question 140

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Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?

Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.
Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.
Manually reviewing and adjusting internal links and formatting within each article before migration.
Manually reviewing and adjusting internal links and formatting within each article before migration.
Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.
Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.
All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.
All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.
Suggested answer: D

Explanation:

Maintaining internal links and formatting when migrating knowledge base articles requires careful preparation. Exporting articles in formats that preserve these elements ensures they are retained during the migration. Manually reviewing articles allows for adjustments to links and formatting that may not automatically transfer correctly. Data transformation tools can automate some adjustments, adapting articles to the new system's requirements. Thus, 'D. All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links' provides a comprehensive strategy for effectively maintaining article integrity during migration.

Reference: Salesforce Knowledge Base Migration

asked 23/09/2024
james campbell
38 questions
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