Practice Free Salesforce Contact Center Exam Online Questions
The consultant should recommend UC configure the solution by setting up the organization’s default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.
An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue
What is the reason for the work that was already in the queue not being pushed to agents?
- A . Records that exist in a queue prior to Omni-Channel routing activation will not be pushed to an agent.
- B . The Apply to existing records in queue option was not selected.
- C . The type of work that was in the queue is not in the Selected Objects list on the queue under Supported Objects
A
Explanation:
When Omni-Channel routing is activated on a queue for the first time, existing records in that queue will not automatically be pushed to agents. This is because Omni-Channel only starts routing work items that arrive in the queue after its activation. Any work that was already in the queue prior to enabling Omni-Channel will need to be manually reassigned or triggered to enter the Omni-Channel routing process.
Reference: https://help.salesforce.com/articleView?id=sf.omnichannel_faq.htm
Validating Contact Center metrics involves verifying data accuracy and interpretation .
Which tool helps with data quality checks?
- A . Salesforce Data Loader for bulk data imports and basic field validation.
- B . Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.
- C . Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.
- D . All of the above, offering various options for ensuring data quality and reliable metric interpretation.
D
Explanation:
Validating data quality and the accuracy of Contact Center metrics involves multiple tools and approaches:
The environments that should have a two-way deployment connection in this scenario are Test Sandbox and Production Org.
Which requirement needs to be met to perform a quick deployment for change sets or Metadata API components without testing the full deployment?
- A . Each class and trigger that was deployed is covered by at least 75% jointly
- B . Tests in the org or al local tests are run and Apex trigger have some coverage
- C . Components have been validated successful for the target event within least 70 days
A
Explanation:
To perform a quick deployment for change sets or Metadata API components without testing the full deployment, it is required that each class and trigger that was previously deployed is covered by at least 75% joint test coverage. This ensures that the majority of the code being deployed has been sufficiently tested to maintain functionality and stability in the production environment.
Reference: Salesforce Deployment Considerations
Validating Omni-Channel routing effectiveness involves monitoring agent workload .
Which tool helps with this?
- A . Omni-Channel dashboards displaying real-time agent activity and task queues.
- B . Supervisor Console providing insights into agent status, chat transcripts, and performance metrics.
- C . Agent Workbench showing assigned tasks and workload across different channels.
- D . All of the above, offering comprehensive views of agent workload and queue distribution for optimizing routing.
D
Explanation:
Monitoring Omni-Channel routing effectiveness and agent workload can be effectively accomplished using multiple tools:
Your customer seeks continuous improvement for their Contact Center program .
How can future functionality support this?
- A . Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.
- B . Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.
- C . Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.
- D . All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.
D
Explanation:
Continuous improvement in a Contact Center can be supported by leveraging a combination of Salesforce’s pre-built reports and dashboards for tracking key metrics, utilizing Einstein Analytics for deeper insights and predictive capabilities, and gathering direct feedback from agents. This comprehensive approach allows organizations to identify areas for improvement based on quantitative data and qualitative feedback, facilitating proactive problem-solving and ensuring ongoing optimization of contact center operations.
Reference: https://help.salesforce.com/articleView?id=bi_introducing_einstein_analytics.htm
The customer lacks advanced AI capabilities for case deflection .
Which AppExchange solution could be a good fit?
- A . LiveChat
- B . Einstein Bots
- C . Salesforce Flow
- D . DocuSign
B
Explanation:
Einstein Bots, available on the Salesforce AppExchange, are an excellent solution for organizations lacking advanced AI capabilities for case deflection. These bots use artificial intelligence to automate responses to common customer inquiries and can be integrated seamlessly into Salesforce systems. They help deflect routine cases by providing immediate answers to customers, reducing the load on human agents and improving overall efficiency.
Reference: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EcsZ0UAJ
Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts .
How should a consultant implement these requirements?
Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.
Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.
Which recommendation should the consultant make to improve this?
- A . Implement an SMS Digital Channel and redirect customers from phone.
- B . Hire more service agents in peak season and meet customer needs on demand
- C . Implement Email-to-Case and redirect customers from phone to email
B
Explanation:
To implement the requirement of passing the Customer ID and visited URL in Ursa Major Solar’s Messaging for Web, the consultant should create a contact custom field for the customer ID and a case custom field for the visited URL. These fields should then be added to the pre-chat form, and the Salesforce code embedded on the help site should be modified to automatically set these values when a conversation starts. This setup allows for the capture and use of specific customer and interaction data, enhancing personalization and relevance of support interactions initiated through the web messaging channel.
Reference: https://help.salesforce.com/s/articleView?id=sf.chat_prechat_details.htm
To address the issue of service call spikes and long customer wait times, the consultant should recommend implementing an SMS Digital Channel and redirecting customers from phone to SMS.
This digital channel allows for more flexible and asynchronous communication, which can help manage the volume of incoming queries more efficiently than voice calls alone. Implementing SMS also provides customers with a convenient and accessible way to receive support, potentially reducing the pressure on the phone channel during peak times.
Reference: https://help.salesforce.com/s/articleView?id=sf.messaging_channels_setup_sms.htm
The customer wants to automate sending invoices and case history updates via email .
Which business process requirement should be considered?
- A . Develop custom Apex code for automated email triggers and attachments.
- B . Utilize Process Builder with predefined rules for email notifications based on case updates.
- C . Configure outbound email integrations with pre-built templates for invoices and case summaries.
- D . Implement Einstein Bots to handle email communication and automate basic customer interactions.
B
Explanation:
Process Builder in Salesforce allows for the automation of tasks such as sending invoices and case history updates via email following specific triggers or updates to a case. By using predefined rules and conditions within Process Builder, organizations can automate email notifications, ensuring that communications are timely and relevant to the case status. This tool simplifies workflow automation, making it easier to maintain consistent communication with customers without manual intervention.
Reference: https://help.salesforce.com/articleView?id=sf.process_overview.htm
The customer wants to minimize disruption during rollout .
Which release management technique is most suitable?
- A . Full system outage for complete implementation and configuration.
- B . Rolling updates with gradual user onboarding to the new system.
- C . Weekend or after-hours deployment to minimize impact on regular operations.
- D . A combination of rolling updates and minimal downtime deployment techniques.
D
Explanation:
To minimize disruption during the rollout of a new system, the most effective strategy is a combination of rolling updates and minimal downtime deployment techniques. This approach allows for gradual implementation and user adoption, ensuring that the system remains operational and that any issues can be addressed without significant impact on the overall operations.
Reference: https://help.salesforce.com/articleView?id=sf.release_planning.htm
Your scenario includes deploying a new knowledge base for self-service customer support .
Which channel-specific cut-over requirement promotes awareness and utilization?
- A . Integrating knowledge base articles within relevant chat conversations and case workflows.
- B . Providing prominent access points to the new knowledge base across various customer-facing channels.
- C . Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.
- D . All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.
D
Explanation:
encourage self-service adoption through the new knowledge base
Comprehensive Detailed Explanation with
Reference: Promoting awareness and utilization of a new knowledge base for self-service customer support involves several strategies: