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Latest Salesforce Contact Center Exam Questions and Answers, 2025 Update | SPOTO

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Question #1
The customer aims to automate repetitive tasks like case escalation . Which functionality can streamline this?
A. Workflow Rulescorrect
B. Case Escalation Matrix
C. Entitlement Management
D. Omni-Channel Routing
View answer
Correct Answer: A
Question #2
The customer requires secure access control for sensitive customer data . Which functionality is most important?
A. Field-Level Securitycorrect
B. Two-Factor Authentication (2FA)
C. Encrypted Case Histories
View answer
Correct Answer: A
Question #3
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
View answer
Correct Answer: D
Question #4
Your design includes integrating WhatsApp Business for customer communication . Which tool facilitates this?
A. Salesforce Social Studio with connectors for managing various social media and messaging platforms
B. Custom Apex code developed to connect Salesforce with the WhatsApp Business APcorrect
C. Flow Builder with pre-built templates for configuring messaging channel interactions and automation
D. Omni-Channel routing rules directing incoming WhatsApp messages to appropriate agents based on content and skills
View answer
Correct Answer: B
Question #5
The customer aims to automate repetitive case escalation processes. Which feature can streamline this?
A. Workflow Rules
B. Entitlements
C. Field History Tracking
D. Queues
View answer
Correct Answer: A
Question #6
The customer needs real-time sentiment analysis during calls . Which third-party integration could be beneficial?
A. Zoom
B. Genesys Cloud CX
C. Google Cloud AIcorrect
D. Zendesk
View answer
Correct Answer: C
Question #7
The customer needs advanced customization for specific workflows . Which option provides flexibility?
A. Out-of-the-box configuration
B. Salesforce Flowcorrect
C. Third-party development
D. Custom Apex coding
View answer
Correct Answer: B
Question #8
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)correct
D. First Contact Resolution (FCR) Rate
View answer
Correct Answer: C
Question #9
The best set of functionalities for the client's needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specific requirements.
A. As part of the project governance, Ursa Major Solar has decided to use Agle Development Principles
B. Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools
C. All three options you listed are actually Agile principles! Agile Development emphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development
D. A consultant is preparing post-implementation training material for the agents and supervisors
View answer
Correct Answer: B
Question #10
The company prioritizes increasing online self-service adoption . Which KPI would effectively measure this?
A. Case Volume Deflection Ratecorrect
B. Customer Effort Score (CES)
C. Number of Knowledge Base Articles Viewed
D. Web Chat Engagement Rate
View answer
Correct Answer: A
Question #11
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
View answer
Correct Answer: C
Question #12
The company aims to track the impact of Salesforce Contact Center on revenue generation . Which KPI should be considered?
A. Number of Closed Won Deals
B. Contact Center Conversion Ratecorrect
C. Customer Retention Rate
D. Customer Lifetime Value (CLTV)
View answer
Correct Answer: B
Question #13
The company desires to monitor its adherence to service level agreements (SLAs) . Which KPI is crucial for this purpose?
A. Case Backlog Volume
B. Average Time to Answer (ATA)
C. SLA Adherence Ratecorrect
D. Number of Overdue Cases
View answer
Correct Answer: C
Question #14
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
View answer
Correct Answer: D
Question #15
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
View answer
Correct Answer: B
Question #16
Your scenario requires generating automated case updates based on customer interactions . Which Salesforce feature offers this capability?
A. Workflow Rules triggering email notifications and case updates based on specific events or field changes
B. Process Builder sequences defining automated actions and data updates based on triggers and conditions
C. Flow Builder with visual interface for designing automated processes and case updates triggered by interactions
D. All of the above, depending on the desired complexity and automation level of case updates
View answer
Correct Answer: D
Question #17
You need to validate bot security and data privacy compliance . Which tool helps with this?
A. Salesforce Security Review tool providing insights into potential security vulnerabilities within your bot configuration
B. Data Loss Prevention (DLP) policies defining rules for sensitive data handling and preventing unauthorized access
C. User Role Hierarchy and Field Level Security ensuring appropriate access restrictions based on user profiles
D. All of the above, working together to secure bot interactions and ensure data privacy compliance
View answer
Correct Answer: D
Question #18
Your customer wants to offer 24/7 omnichannel support with personalized interactions . Which Salesforce feature best addresses this?
A. Omni-Channel Routing
B. Case Management
C. Service Cloud Einsteincorrect
D. Customer Community
View answer
Correct Answer: C
Question #19
Your customer focuses on cost efficiency . How can future functionality contribute to cost reduction?
A. Develop custom dashboards for detailed agent performance analysis and identify areas for improvement
B. Implement automated case categorization and routing to optimize agent utilization
C. Offer self-service options and chatbots to deflect simple inquiries and reduce call volume
D. All of the above, promoting operational efficiency and minimizing unnecessary resource usage
View answer
Correct Answer: D
Question #20
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
View answer
Correct Answer: B
Question #21
The customer wants to offer self - service options for simple issues. Which functionality empowers this?
A. Knowledge Base
B. Einstein Bots
C. Web Service API
D. Process Builder
View answer
Correct Answer: B
Question #22
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
View answer
Correct Answer: B
Question #23
The IT team wants to integrate Salesforce with their existing CRM system . Which future functionality would facilitate this?
A. Utilize standard Salesforce connectors and APIs for seamless data exchange
B. Develop custom Apex code to synchronize data between the two systems
C. Implement point-to-point integrations with unique data mappings for each field
D. Migrate all Contact Center data into the existing CRM system to avoid integration complexity
View answer
Correct Answer: A
Question #24
The customer wants to enable self-service options for simple issues . Which Salesforce capability would be most helpful?
A. Knowledge Basecorrect
B. Process Builder
C. Web Service API
D. OmniScript
View answer
Correct Answer: A
Question #25
You have identified two personas for your Contact Center: experienced agents and new hires . How can future functionality cater to both groups?
A. Develop advanced automation tools for experienced agents and basic training resources for newhires
B. Design a flexible interface that adapts to different skill levels and learning styles
C. Implement separate knowledge bases with content tailored to each persona‘s experience level
D. Offer personalized dashboards with relevant metrics and performance insights for each agent
View answer
Correct Answer: B
Question #26
The customer wants to prioritize security and compliance . Which Salesforce feature should be emphasized?
A. Field-Level Securitycorrect
B. Omni-Channel Routing
C. Einstein Analytics
D. Knowledge Base
View answer
Correct Answer: A
Question #27
You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?
A. Sending test emails with sample data sets and manually checking for merge field accuracy
B. Utilizing pre-configured Salesforce test cases for email merge field functionality
C. Reviewing email delivery logs and checking for errors or missing data in merged fields
D. Implementing Apex triggers to validate data integrity before triggering email sending actions
View answer
Correct Answer: A
Question #28
The customer prioritizes cost optimization and efficient resource allocation . Which design aspect contributes to this?
A. Develop extensive custom functionalities with high implementation and maintenance costs
B. Leverage standard Salesforce features and pre-built functionalities to avoid custom development
C. Implement resource-intensive automations without considering their impact on operational cost
D. Optimize agent schedules and routing based on real-time call volume and workload
View answer
Correct Answer: B
Question #29
The company desires to enhance first-contact resolution rate . Which KPI should be closely monitored?
A. Number of Escalated Cases
B. Agent Average AHT
C. First Contact Resolution (FCR) Ratecorrect
D. Customer Effort Score (CES)
View answer
Correct Answer: C
Question #30
The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?
A. Utilize standard Salesforce Reports and Dashboards for basic data visualization
B. Implement Einstein Analytics for AI-powered insights and predictive analysis
C. Leverage external data warehouse solutions for data storage and complex queries
D. Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration
View answer
Correct Answer: D

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