Practice Free Salesforce Contact Center Exam Online Questions
You‘re deploying a new web chat widget with proactive engagement triggers .
Which cut-over requirement helps optimize customer experience and minimize intrusion?
- A . Defining precise triggers for proactive chat engagement based on website visitor behavior and context.
- B . Configuring clear opt-out options for customers within the chat window and on website landing pages.
- C . Providing agents with readily available customer context and browsing history within the chat interface.
- D . All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.
D
Explanation:
Optimizing customer experience with a new web chat widget involves several strategic actions:
Your scenario involves deploying a new outbound calling feature for targeted campaigns .
Which cut-over requirement helps mitigate compliance risks?
- A . Verifying agent training on call scripts and adherence to regulatory requirements.
- B . Ensuring proper opt-in mechanisms and customer consent management for outbound calls.
- C . Implementing recording and call monitoring functionalities for compliance audits and quality control.
- D . All of the above, contributing to a compliant and responsible outbound calling operation.
D
Explanation:
Mitigating compliance risks in outbound calling involves multiple considerations:
Your scenario involves transitioning to a new self-service portal for customers .
Which cut-over requirement helps ensure successful user adoption and engagement?
- A . Implementing robust search functionalities and user-friendly navigation within the new self-service portal.
- B . Conducting user testing and gathering feedback on the portal‘s usability and accessibility.
- C . Launching awareness campaigns and providing clear guidance on how to use the new self-service portal.
- D . All of the above, contributing to a positive user experience and encouraging customer adoption of the new portal.
D
Explanation:
Ensuring successful user adoption and engagement with a new self-service portal involves a comprehensive strategy:
Your bot design includes integration with external systems for data retrieval .
Which security protocol safeguards data exchange?
- A . Secure Sockets Layer (SSL) encryption protecting data transmission between the bot and external systems.
- B . API authentication mechanisms ensuring authorized access and verification for data exchange.
- C . Field-Level Encryption selectively encrypting sensitive data fields within the bot‘s data storage.
- D . All of the above, forming a multi-layered security approach for data exchange with external systems.
D
Explanation:
A robust security protocol for data exchange with external systems in bot integrations includes multiple layers:
Your requirements include integrating social media channels into Omni-Channel .
Which platform facilitates this?
- A . Salesforce Social Studio for managing social media engagement and customer inquiries.
- B . Flow Builder with social media connectors for creating automated processes in response to social interactions.
- C . Omni-Channel routing rules directing social media messages to qualified agents based on content and context.
- D . All of the above, enabling seamless integration and routing of social media interactions within the Contact Center.
D
Explanation:
Integrating social media channels into Omni-Channel requires a blend of Salesforce capabilities:
I’d recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar’s (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response .
Which messaging channel should a consultant recommend to support the
- A . Facebook Messenger
- B . Messaging for Wed
- C . SMS
C
Explanation:
Considering the need for proactive communication with customers who have previously contacted the company, SMS is the most effective messaging channel. SMS allows Ursa Major Solar to reach out directly to customers’ mobile phones, ensuring high readability and immediate delivery of important messages. SMS is widely accessible and does not require internet connectivity, making it a reliable channel for mass communication, especially in urgent scenarios.
Reference: Messaging for Salesforce
You‘re validating performance requirements for the deployed system .
Which tool helps assess system responsiveness and handle load testing?
- A . Analyzing system logs and resource utilization data to identify performance bottlenecks and resource constraints.
- B . Utilizing performance testing tools to simulate user activity and analyze response times, throughput, and stability under load.
- C . Monitoring agent feedback and user experience reports for any performance issues or service
delays after deployment. - D . All of the above, providing a holistic view of system performance and adherence to defined responsiveness and load handling requirements.
D
Explanation:
Assessing system performance and responsiveness involves various tools and approaches:
Validating email functionality involves testing delivery and content accuracy .
Which tool helps with email address verification?
- A . Salesforce Reports with filters to identify cases with invalid email addresses.
- B . Data Loader functionality for bulk email address validation against external databases.
- C . Einstein Validation Service for real-time email address verification during data entry.
- D . Salesforce Sandbox environment for sending test emails and verifying recipient details.
D
Explanation:
The Salesforce Sandbox environment is the ideal tool for validating email functionality. It allows for the sending of test emails to verify both the delivery and the accuracy of content, including the proper functioning of merge fields and the correctness of recipient details, without affecting live data.
Reference: https://help.salesforce.com/articleView?id=sf.test_email_deliverability.htm
The customer wants automated case escalation based on specific criteria .
Which data model element plays a key role?
- A . Custom fields capturing escalation triggers like priority or SLA breaches.
- B . Workflow Rules configured with escalation steps and case field conditions.
- C . Process Builder sequences defining escalation actions and notifications.
- D . Entitlements specifying service level agreements and associated escalation rules.
D
Explanation:
In Salesforce, Entitlements are crucial for managing service level agreements (SLAs) and the associated rules, including escalation policies. Entitlements allow organizations to define and enforce service levels through milestones that can trigger escalations if cases are at risk of breaching service commitments. This functionality is essential for automated case escalation based on specific criteria such as response times or resolution deadlines, which makes "D. Entitlements specifying service level agreements and associated escalation rules" the correct answer.
Reference: Salesforce Documentation on Entitlements
1 1. The customer needs flexibility for future modifications to workflows and processes .
Which design approach promotes maintainability?
You‘re deploying a new SMS channel for customer updates and notifications .
Which cut-over requirement helps prevent message delivery failures and ensure customer reach?
- A . Validating customer phone numbers and carrier compatibility before activating the SMS channel.
- B . Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications.
- C . Implementing message throttling and rate limiting to prevent overwhelming customers with SMS alerts.
- D . All of the above, contributing to reliable and effective SMS communication with customers.
D
Explanation:
Deploying a new SMS channel for customer updates and notifications requires comprehensive planning to prevent delivery failures and ensure effective communication. Validating customer phone numbers and carrier compatibility ensures that messages reach the intended recipients. Configuring opt-in and opt-out mechanisms maintains compliance and respects customer preferences. Implementing message throttling and rate limiting avoids overwhelming customers and enhances the customer experience. Therefore, "D. All of the above, contributing to reliable and effective SMS communication with customers" is the best approach to ensure a successful SMS channel rollout.
Reference: Salesforce Mobile Messaging