Practice Free Salesforce Contact Center Exam Online Questions
Your customer wants to personalize customer interactions based on past purchase history .
How can you leverage future functionality?
- A . Introduce pre-built Knowledge Base articles recommending relevant products based on purchase history.
- B . Integrate with the CRM system to access customer data and personalize case handling approaches.
- C . Utilize AI-powered case deflection tools to suggest personalized offers and upsell opportunities.
- D . Implement dynamic routing based on purchase history to connect customers with appropriate agents.
B
Explanation:
Integrating with the CRM system to access detailed customer data allows for the personalization of customer interactions based on past purchase history. This integration enables contact center agents to view customer profiles, previous interactions, and purchase history directly within their workflow, allowing them to tailor their communication and recommendations based on individual customer needs and preferences. This approach enhances customer satisfaction by making interactions more relevant and engaging.
Reference: https://help.salesforce.com/articleView?id=integrate_what_is_integration.htm
The project encounters unforeseen technical issues during release .
Which response is most appropriate within the release management plan?
- A . Proceed with the release despite technical issues, as per the planned schedule.
- B . Delay the release to ensure complete resolution of technical issues before deployment.
- C . Communicate the issues transparently to stakeholders and implement a rollback plan if necessary.
- D . Ignore the technical issues and hope they resolve themselves after release.
C
Explanation:
In the event of unforeseen technical issues during a release, the most appropriate response is to communicate transparently with stakeholders about the issues and to have a rollback plan ready if necessary. This approach ensures that all parties are informed and prepared to revert to the previous stable version if the new release proves to be unstable or problematic, maintaining trust and system reliability.
Reference: https://help.salesforce.com/articleView?id=sf.release_manage_best_practices.htm
Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data
What does a consultant need to keep in mind while using data loader?
- A . Automated processes are executed by default
- B . Automated processes are not executed
- C . Only Apex triggers are executed
B
Explanation:
When using Data Loader for data migration, it’s important to note that automated processes such as workflow rules, processes from Process Builder, and some validation rules are not executed by default unless specified in the settings. This can be crucial for ensuring the integrity of the data migration process, particularly when dealing with large volumes of data like closed cases. Thus, "B.
Automated processes are not executed" is the key consideration to keep in mind, as it affects how the data is handled during the migration process.
Reference: Salesforce Data Loader Guide
The legal team emphasizes data security and compliance .
How can future functionality address this?
- A . Implement field-level security to restrict access to sensitive data based on user roles and permissions.
- B . Encrypt customer data at rest and in transit to protect against unauthorized access.
- C . Conduct regular security audits and vulnerability assessments to identify potential risks.
- D . All of the above, combined for a comprehensive approach to data security and compliance.
D
Explanation:
Implementing a combination of field-level security, encryption, and regular security audits addresses the concerns of data security and compliance comprehensively. Field-level security ensures that sensitive data is accessible only to authorized users based on their roles. Encryption of data at rest and in transit protects it from unauthorized access or breaches. Regular security audits and vulnerability assessments help in identifying and mitigating potential risks, ensuring that the system remains secure and compliant with legal requirements.
Reference: https://help.salesforce.com/articleView?id=data_security.htm
The customer needs real-time sentiment analysis during calls .
Which third-party integration might be beneficial?
- A . Zoom
- B . Genesys Cloud CX
- C . Google Cloud AI
- D . Zendesk
C
Explanation:
Google Cloud AI offers robust capabilities for sentiment analysis, which can be integrated with Salesforce to analyze customer sentiments in real-time during calls. This integration uses machine learning models to assess voice and text inputs to determine the customer’s mood and tone, providing valuable insights to agents during live interactions.
Google Cloud AI specializes in machine learning and AI capabilities, including natural language processing necessary for sentiment analysis.
Zoom, Genesys Cloud CX, and Zendesk offer various communication and customer service solutions but do not inherently provide real-time sentiment analysis without additional AI capabilities like those offered by Google Cloud AI.
More information on integrating Google Cloud AI with Salesforce for sentiment analysis can be found at Salesforce and Google Cloud Integration.
You need to migrate complex workflows from your legacy system .
Which tool facilitates this?
- A . Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
- B . Flow Builder with visual development environment for building complex automation and logic flows.
- C . Apex code development for custom scripting and advanced workflow logic implementation.
- D . All of the above, depending on the complexity and specific functionalities of the migrating workflows.
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.
Based on Ursa Major Solar’s goals of strengthening loyalty, increasing case deflection, and improving customer retention, the most suitable Experience Cloud template is the Customer Service template.
Here’s why:
During a workshop with a client, a consultant is made aware that the client wants to content social media strategy for their Contact Center. They want to allow their customers to message them through Facebook and also require the possibility for the customer to make posts on the company Facebook page. They do not want to create a case for every comment on their Facebook page, as some of the posts do not need a response.
Which set of solutions should the consultant recommend for all the criteria to met?
- A . Social Customer Service and ISV partner solution
- B . Digital Engagement and Social Studio
- C . Digital Engagement and ISV partner solution
B
Explanation:
For the client’s requirements of managing customer interactions via Facebook without creating a case for every comment, the best solution set is Digital Engagement and Social Studio. Digital Engagement provides tools to manage and support customer communications across digital channels, including Facebook messaging. Social Studio, part of the Salesforce Marketing Cloud, allows for comprehensive social media management, enabling the client to monitor, post, and engage with customers on their Facebook page efficiently. This combination ensures that only relevant interactions lead to case creation, streamlining the response process and reducing unnecessary workload.
Reference: Digital Engagement on Salesforce and Social Studio
20 1. The most suitable set of solutions for the client’s requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio. A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company’s main strategy is to enhance customer satisfaction and loyalty while streamlining costs.
Which set of key performance indicators (KPIs) should the consultant prioritize to measure the success of the Contact Center implementation?
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?
- A . Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.
- B . Providing comprehensive training on the new platform‘s features and functionalities for report creation and analysis.
- C . Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.
- D . All of the above, contributing to a smooth transition and minimizing disruption for users
accustomed to the old system.
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
The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The business would like the voice call linked to the primary order the customer is asking about
How should a consultant accomplish this?
- A . Create a flow that references the custom object.
- B . Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object
- C . The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the custom object.
C
Explanation:
For linking voice calls to customer orders in Ursa Major Solar’s Salesforce environment, creating a custom lookup field on the Voice Call object to the custom object that tracks customer orders is the best approach. This setup allows each voice call record to be directly associated with a specific customer order, enabling easy tracking and reference during customer interactions. This method provides a streamlined and systematic way to link and access relevant order details directly from the call interface.
Reference: Salesforce Custom Objects and Fields
The reason why the work that was already in the queue is not being pushed to agents is:
The "Apply to existing records in queue" option was not selected.
At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer’s question and the provided answer
What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?
- A . Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions
- B . A Use Slack to allow agents to share best practices in responding to customer questions
- C . Use Quick Text to allow agents to create personal Quick Texts for answers they alternate
A
Explanation:
To improve the case close process at Ursa Major Solar and make solving future customer cases more efficient, a consultant should propose using Salesforce Knowledge. By storing summarized questions and answers in Salesforce Knowledge, agents can quickly access and reuse this information for similar future inquiries. This approach not only saves time but also promotes consistency in customer responses and enhances the overall quality of support.
Reference: https://help.salesforce.com/articleView?id=sf.knowledge_create_articles.htm