DON'T WANT TO MISS A THING?

Certification Exam Passing Tips

Latest exam news and discount info

Curated and up-to-date by our experts

Yes, send me the newsletter

Salesforce Contact Center Exam Questions and Answers, | SPOTO

SPOTO's latest exam dumps on the homepage, with a 100% pass rate! SPOTO delivers authentic Cisco CCNA, CCNP study materials, CCIE Lab solutions, PMP, CISA, CISM, AWS, and Palo Alto exam dumps. Our comprehensive study materials are meticulously aligned with the latest exam objectives. With a proven track record, we have enabled thousands of candidates worldwide to pass their IT certifications on their first attempt. Over the past 20+ years, SPOTO has successfully placed numerous IT professionals in Fortune 500 companies.
Take other online exams
Question #1
Your design outlines automated case escalation based on criteri a. Which tool facilitates rule-based escalation?
A. Custom Apex code defining escalation logic and actions
B. Escalation Rules with conditions based on case priority, time to resolution, and other metrics
C. Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria
D. Both (b) and (c), offering flexible options for automated case escalation based on rules
View answer
Correct Answer: D
Question #2
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
View answer
Correct Answer: C
Question #3
The customer requests integrations with existing CRM and marketing automation systems . Which approach promotes data integrity and maintainability?
A. Develop custom code for each integration, creating independent data silos and complex maintenance needs
B. Utilize pre-built Salesforce connectors and APIs for seamless data exchange with external systems
C. Implement point-to-point integrations with each system, requiring ongoing customization and management
D. Avoid integrations altogether and maintain separate data environments for different functionalities
View answer
Correct Answer: B
Question #4
The customer wants to offer self-service options for simple issues . Which functionality empowers this?
A. Knowledge Base
B. Einstein Botscorrect
C. Web Service API
D. Process Builder
View answer
Correct Answer: B
Question #5
Validating messaging channel functionality involves testing message delivery and content accuracy . Which tool helps with this?
A. Monitoring chat logs and transcripts within Salesforce to review message content and delivery status
B. Utilizing third-party testing tools like Twilio Sandbox or MessageBird to send test messages and verify delivery
C. Conducting user testing sessions with real customers to gather feedback on the messaging experience and content clarity
D. All of the above, offering a comprehensive approach to validate message delivery, content accuracy, and user experience
View answer
Correct Answer: D
Question #6
The customer wants to track case resolution times by product category . Which reporting and analytics requirement is most relevant?
A. Implement custom dashboards with visualizations of overall case volume and agent performance
B. Configure reports with filters to break down case resolution times by agent and case priority
C. Develop custom fields and reports to categorize cases by product and track resolution times per category
D. Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes
View answer
Correct Answer: C
Question #7
You need to configure reporting for bot performance analysis . Which metric best reflects customer satisfaction with the bot experience?
A. Number of chat sessions handled by the bot versus live agents
B. Rate of successful resolutions achieved through bot interactions alone
C. Customer satisfaction ratings and feedback specifically gathered about the bot experience
D. Average conversation length and time spent interacting with the bot
View answer
Correct Answer: C
Question #8
The customer aims to automate repetitive case escalation processes . Which feature can streamline this?
A. Workflow Rulescorrect
B. Entitlements
C. Field History Tracking
D. Queues
View answer
Correct Answer: A
Question #9
Your bot requirements include personalized greetings and information based on customer data . Which Salesforce feature enables this?
A. Custom Apex code dynamically fetching customer data and injecting it into chatbot responses
B. Merge fields within bot conversation scripts linking to specific object fields containing customer information
C. Einstein Insights providing real-time customer data to personalize bot interactions and recommendations
D. All of the above, depending on the level of personalization and data sources required
View answer
Correct Answer: D
Question #10
The customer wants to streamline agent onboarding and training . Which feature promotes reusability and maintainability?
A. Develop unique training guides and resources for each agent role and case type
B. Create standard operating procedures (SOPs) documented within Salesforce Knowledge Base articles
C. Leverage Service Cloud Knowledge articles with searchable information and step-by-step guides for common tasks
D. Design personalized training materials tailored to specific agent skill sets and needs
View answer
Correct Answer: C
Question #11
The customer requires secure access control for sensitive customer data . Which data model element contributes to data security?
A. Utilize custom fields to capture all types of customer information without access restrictions
B. Configure field-level security to grant selective access to sensitive data based on user roles and permissions
C. Implement third-party data encryption solutions for additional security layers
D. Store all customer data in one field without any segregation or access control mechanisms
View answer
Correct Answer: B
Question #12
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
View answer
Correct Answer: D
Question #13
The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?
A. Number of features or functionalities implemented within the system
B. User satisfaction surveys and agent feedback on the new system
C. System availability and uptime per customer expectations and service level agreements (SLAs)
D. Resource utilization and infrastructure costs associated with running the Contact Center
View answer
Correct Answer: C
Question #14
The required configurations for the client's requirements are:Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Timeactive, and Business Hours added to the Embedded Deployment.A consultant learns that their client receives thousands of emails a week tothe contact center, which contain many PDF files, In general, the emailcommunication back and forth with the customer is high. They do not wantto duplicate the PDFs every time a new email's received in the same emailthread.When designing the so
A. Attachments
B. Salesforce Files
C. Custom file storage solution
View answer
Correct Answer: B
Question #15
The customer desires seamless integration with their existing CRM system . Which functionality bridges this gap?
A. Data Import Wizard
B. Partner Integrationscorrect
C. Einstein Analytics
D. Apex Code Development
View answer
Correct Answer: B
Question #16
The customer requests a single view of customer interactions across all channels . Which Salesforce feature best addresses this need?
A. Utilize Omni-Channel Routing to unify case routing and agent availability across channels
B. Configure a Knowledge Base with searchable articles and FAQs for self-service options
C. Implement the Customer Community for forum discussions and support ticket submission
D. Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile
View answer
Correct Answer: A
Question #17
The customer aims to automate repetitive tasks like case escalation. Which functionality can streamline this?
A. Workflow Rules
B. Case Escalation Matrix
C. Entitlement Management
D. Omni - Channel Routing
View answer
Correct Answer: A
Question #18
The customer wants to track agent performance and customer satisfaction . Which functionality provides valuable insights?
A. Field History Tracking
B. Reports & Dashboardscorrect
C. Einstein Discovery
D. Process Builder
View answer
Correct Answer: B
Question #19
The marketing team wants to track the impact of social media campaigns on Contact Center volume . How can you measure this?
A. Monitor case mentions of specific campaign keywords and track resolution times
B. Integrate social media platform data with Salesforce for customer journey analysis
C. Analyze call origin information and identify calls originating from social media campaigns
D. Deploy sentiment analysis on customer interactions to gauge campaign reception
View answer
Correct Answer: B
Question #20
The customer prioritizes routing cases to agents based on language skills and technical expertise . Which routing logic requirement should be emphasized?
A. Implement round-robin routing to distribute cases evenly among agents
B. Configure skill-based routing with agent profiles mapped to specific languages and specialties
C. Utilize presence-based routing to connect available agents regardless of expertise
D. Emphasize case escalation based on SLA breaches and time to resolution
View answer
Correct Answer: B
Question #21
The customer wants to capture customer feedback through post-interaction surveys . Which feedback mechanism would be most beneficial?
A. Integrate with a third-party survey platform for customization and detailed analysis
B. Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure
C. Implement chatbots with in-conversation surveys to gather immediate feedback during interactions
D. Develop custom case fields and workflows to capture and track customer feedback internally
View answer
Correct Answer: B
Question #22
You're deploying a new email channel integration for customer support. Which cut-over requirement helps maintain data accuracy and consistency?
A. Implementing data validation rules for incoming email subject lines and customer information
B. Configuring automated case creation and assignment based on specific keywords and email content
C. Testing the email integration with various sample messages and scenarios before real-world deployment
D. All of the above, contributing to accurate data capture and seamless processing of email inquiries
View answer
Correct Answer: D
Question #23
The customer wants to prioritize cases based on customer loyalty and contract value . Which functionality enables this?
A. Case Classification
B. Entitlements
C. Case Escalation Rules
D. Custom Apex Codecorrect
View answer
Correct Answer: D
Question #24
The customer wants to measure the effectiveness of self-service options . Which metrics would be most relevant?
A. Track the number of cases deflected by self-service compared to the total case volume
B. Monitor customer satisfaction surveys completed after using self-service options
C. Analyze average resolution times for cases initiated through self-service versus traditional channels
D. All of the above, providing a comprehensive view of self-service effectiveness and user experience
View answer
Correct Answer: D
Question #25
The customer lacks advanced AI capabilities for case deflection . Which AppExchange solution could be a good fit?
A. LiveChat
B. Einstein Botscorrect
C. Salesforce Flow
D. DocuSign
View answer
Correct Answer: B
Question #26
The customer needs to ensure data security and access controls for sensitive customer information . Which security requirement is most important?
A. Implement multi-factor authentication (MFA) for secure agent logins and access
B. Configure field-level security to restrict access to sensitive data based on user roles
C. Encrypt customer data at rest and in transit to protect against unauthorized access
D. Regularly conduct security audits and vulnerability assessments to identify potential risks
View answer
Correct Answer: B
Question #27
The company wants to track agent performance and identify areas for improvement . Which KPI is most effective?
A. Customer Satisfaction (CSAT) Scorecorrect
B. Average Contact Handle Time (AHT)
C. Case Resolution Rate
D. Number of Resolved Cases
View answer
Correct Answer: A
Question #28
Your customer expects high call volume during peak hours . Which solution best ensures contact center scalability?
A. Implement custom Apex code for routing and case management
B. Configure multiple queues and leverage Omni-Channel Routing for dynamic agent availability
C. Utilize a third-party call center solution integrated with Salesforce
D. Increase agent resources without considering automation or process optimization
View answer
Correct Answer: B
Question #29
Your customer expects high call volume during peak hours. Which solution best ensures contact center scalability?
A. Implement custom Apex code for routing and case management
B. Configure multiple queues and leverage Omni-Channel Routing for dynamic agent availability
C. Utilize a third-party call center solution integrated with Salesforce
D. Increase agent resources without considering automation or process optimization
View answer
Correct Answer: B
Question #30
The company prioritizes identifying trends and patterns in customer behavior . Which KPI is most valuable for this analysis?
A. Contact Reason Categorization
B. Peak Volume Hours
C. Customer Journey Mappingcorrect
D. Case Resolution Trends
View answer
Correct Answer: C

View The Updated Salesforce Exam Questions

SPOTO Provides 100% Real Salesforce Exam Questions for You to Pass Your Salesforce Exam!

Get Salesforce Practice Test

View Answers after Submission

Please submit your email and WhatsApp to get the answers of questions.

Note: Please make sure your email ID and Whatsapp are valid so that you can get the correct exam results.

Email:
Whatsapp/phone number:


Copyright © 2024. Designer by SPOTO Official Website. All Rights Reserved.