Practice Free Salesforce Contact Center Exam Online Questions
Question #1
The customer wants to track agent performance and customer satisfaction .
Which functionality provides valuable insights?
- A . Field History Tracking
- B . Reports & Dashboards
- C . Einstein Discovery
- D . Process Builder
Correct Answer: B
B
Explanation:
Reports and Dashboards in Salesforce provide comprehensive insights into agent performance and customer satisfaction. They enable organizations to create detailed reports and visualize data through customizable dashboards, which helps in monitoring key performance indicators (KPIs) and trends. This functionality supports decision-making by providing real-time data analysis, aiding in the improvement of agent performance and the enhancement of customer satisfaction levels.
Reference: https://help.salesforce.com/articleView?id=reports_dashboards_overview.htm
B
Explanation:
Reports and Dashboards in Salesforce provide comprehensive insights into agent performance and customer satisfaction. They enable organizations to create detailed reports and visualize data through customizable dashboards, which helps in monitoring key performance indicators (KPIs) and trends. This functionality supports decision-making by providing real-time data analysis, aiding in the improvement of agent performance and the enhancement of customer satisfaction levels.
Reference: https://help.salesforce.com/articleView?id=reports_dashboards_overview.htm
Question #2
Your customer has a small-scale implementation with a tight timeline .
Which release strategy best suits this scenario?
- A . Big bang deployment with all features rolled out simultaneously.
- B . Phased approach with incremental releases and controlled rollouts.
- C . Pilot deployment with a limited user group for initial testing and feedback.
- D . Continuous integration and continuous delivery (CI/CD) for rapid iterative updates.
Correct Answer: C
C
Explanation:
For a small-scale implementation with a tight timeline, a pilot deployment strategy is particularly suitable. This approach allows a limited user group to test the new system, providing valuable feedback before a full-scale rollout. It helps identify potential issues in a controlled environment, minimizing risk and enabling adjustments based on real user experiences, making it the best choice under the described circumstances.
Reference: Salesforce Documentation on Implementation Strategies
C
Explanation:
For a small-scale implementation with a tight timeline, a pilot deployment strategy is particularly suitable. This approach allows a limited user group to test the new system, providing valuable feedback before a full-scale rollout. It helps identify potential issues in a controlled environment, minimizing risk and enabling adjustments based on real user experiences, making it the best choice under the described circumstances.
Reference: Salesforce Documentation on Implementation Strategies
Question #3
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?
- A . Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.
- B . Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.
- C . Training agents on using the social media listening tool to effectively engage with customers and address concerns.
- D . All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.
Correct Answer: D
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
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
Question #4
The company prioritizes measuring customer effort during interactions .
Which KPI is best suited for this purpose?
- A . Net Promoter Score (NPS)
- B . Customer Lifetime Value (CLTV)
- C . Customer Effort Score (CES)
- D . First Contact Resolution (FCR) Rate
Correct Answer: C
C
Explanation:
The Customer Effort Score (CES) is the best-suited KPI for measuring the amount of effort a customer has to expend to get their issues resolved. CES is specifically designed to gauge the ease of service interaction, directly reflecting how easy or difficult it is for customers to achieve their goals. Monitoring CES helps in understanding the operational effectiveness in minimizing customer struggle, thus making "C. Customer Effort Score (CES)" the ideal choice for measuring customer effort during interactions.
Reference: Salesforce Blog on Customer Effort Score
C
Explanation:
The Customer Effort Score (CES) is the best-suited KPI for measuring the amount of effort a customer has to expend to get their issues resolved. CES is specifically designed to gauge the ease of service interaction, directly reflecting how easy or difficult it is for customers to achieve their goals. Monitoring CES helps in understanding the operational effectiveness in minimizing customer struggle, thus making "C. Customer Effort Score (CES)" the ideal choice for measuring customer effort during interactions.
Reference: Salesforce Blog on Customer Effort Score
Question #5
Your project requires migrating custom objects and their associated data .
Which data preparation step helps maintain field-level validation rules and triggers?
- A . Exporting custom objects and data along with associated validation rules and trigger definitions for import into the new system.
- B . Configuring the new system to automatically recognize and apply existing field-level validation rules and triggers during data migration.
- C . Manually reviewing and verifying the accuracy and functionality of imported validation rules and triggers after data migration.
- D . All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects.
Correct Answer: D
D
Explanation:
Maintaining field-level validation rules and triggers during migration of custom objects requires thorough planning and execution. Exporting these elements along with the objects ensures they are not lost during transition. Configuring the new system to recognize and apply these rules and triggers maintains data integrity. Manually verifying these rules post-migration confirms their correct function. "D. All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects" covers all necessary steps for successful integration of these critical components.
Reference: Salesforce Custom Objects and Data Integrity
D
Explanation:
Maintaining field-level validation rules and triggers during migration of custom objects requires thorough planning and execution. Exporting these elements along with the objects ensures they are not lost during transition. Configuring the new system to recognize and apply these rules and triggers maintains data integrity. Manually verifying these rules post-migration confirms their correct function. "D. All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects" covers all necessary steps for successful integration of these critical components.
Reference: Salesforce Custom Objects and Data Integrity
Question #6
The customer requires ongoing training and support for agents using the new Salesforce Contact Center system .
Which support option is most suitable?
- A . Utilize Trailhead online modules and Salesforce documentation for independent learning.
- B . Implement Premier Support with dedicated access to expert consultants and proactive issue resolution.
- C . Develop custom training materials and conduct internal workshops for agent familiarization.
- D . Leverage partner resources and certified consultants for specialized training and implementation guidance.
Correct Answer: B
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.
Reference: https://www.salesforce.com/support/plans/
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.
Reference: https://www.salesforce.com/support/plans/
Question #7
The customer requests ongoing support and maintenance after the rollout .
Which element should be included in the plan?
- A . Establishing a support channel for reporting issues and troubleshooting technical problems.
- B . Providing regular system updates and patches to address bugs and improve performance.
- C . Conducting periodic user training sessions to familiarize users with new features and updates.
Correct Answer: C
C
Explanation:
To ensure effective ongoing support and maintenance after the rollout of a Salesforce project, all the elements listed are essential:
C
Explanation:
To ensure effective ongoing support and maintenance after the rollout of a Salesforce project, all the elements listed are essential:
Question #8
Your design includes Omni-Channel routing .
Which component is essential for distributing cases efficiently?
- A . Developing custom Apex code for routing logic.
- B . Configuring queues with specific skills and availability requirements.
- C . Implementing presence-based routing based on agent availability.
- D . All of the above, working together for optimal Omni-Channel routing.
Correct Answer: D
D
Explanation:
Efficient case distribution in Omni-Channel routing involves several key components:
D
Explanation:
Efficient case distribution in Omni-Channel routing involves several key components:
Question #9
You need to configure email templates for case updates and notifications .
Which tool best suits this task?
- A . Salesforce Classic Email Templates with drag-and-drop content editing.
- B . Entitlement Email Templates for automated communication based on service level agreements.
- C . Lightning Email Templates with flexible design options and dynamic data merge fields.
- D . Einstein Mail Composer powered by AI for personalized and responsive email content.
Correct Answer: C
C
Explanation:
Lightning Email Templates provide the best solution for configuring email templates for case updates and notifications. These templates offer flexible design options and the ability to use dynamic data merge fields, making them ideal for creating personalized and context-specific communications.
Reference: https://help.salesforce.com/articleView?id=sf.email_templates_lightning.htm
C
Explanation:
Lightning Email Templates provide the best solution for configuring email templates for case updates and notifications. These templates offer flexible design options and the ability to use dynamic data merge fields, making them ideal for creating personalized and context-specific communications.
Reference: https://help.salesforce.com/articleView?id=sf.email_templates_lightning.htm
Question #10
Your KPI requirements include measuring average handle time (AHT) for chat interactions .
Which metric best reflects this?
- A . Number of chat sessions handled by agents.
- B . Total chat session duration divided by the number of sessions.
- C . Time spent by agents actively engaged in chat sessions.
- D . All of the above, depending on the desired AHT calculation scope and inclusivity.
Correct Answer: D
D
Explanation:
Measuring Average Handle Time (AHT) for chat interactions can include several metrics depending on the specific aspects of AHT you wish to analyze. The number of chat sessions gives a baseline of agent activity, total session duration divided by the number of sessions directly reflects AHT, and the time spent by agents actively engaged provides insight into agent efficiency. Thus, "D. All of the above, depending on the desired AHT calculation scope and inclusivity" covers all aspects that can be used to calculate and reflect AHT comprehensively.
Reference: Salesforce Metrics and Performance Measurement
D
Explanation:
Measuring Average Handle Time (AHT) for chat interactions can include several metrics depending on the specific aspects of AHT you wish to analyze. The number of chat sessions gives a baseline of agent activity, total session duration divided by the number of sessions directly reflects AHT, and the time spent by agents actively engaged provides insight into agent efficiency. Thus, "D. All of the above, depending on the desired AHT calculation scope and inclusivity" covers all aspects that can be used to calculate and reflect AHT comprehensively.
Reference: Salesforce Metrics and Performance Measurement
9 1. Your design specifies dynamic greetings in email templates based on customer dat a .
Which Salesforce feature enables this personalization?