Home / Salesforce / Certified Contact Center

Question list

List of questions

Question 1

(0)

The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

Question 2

(0)

Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

Question 3

(0)

The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?

Question 4

(0)

Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?

Question 5

(0)

The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?

Question 6

(0)

The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?

Question 7

(0)

The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?

Question 8

(0)

The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?

Question 9

(0)

Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?

Question 10

(0)

You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?

Question 171 - Certified Contact Center discussion

The consultant needs to specify the Inbound Flow Action in the channel setting, in addition to selecting the flow, to use the Omni-Channel flow for the Enhanced Bot.

During a workshop, management at a company explains that its contact center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general queue, where the agents pick up the case manually.

Management would like available agents to receive the cases automatically so they do not pick cases. They also require that if the case cannot be directed to the correct agent, there is a fallback option. The agent can be assigned cases from different channels and would like this incorporated into the routing model.

Which setting in Email-to-Case should a consultant recommend the company utilize?