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Salesforce Contact Center Exam Sample Questions | SPOTO

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Question #1
The customer wants detailed reports on agent performance and customer satisfaction . Which Salesforce tool provides this?
A. Analytics Cloud
B. Reports & Dashboardscorrect
C. Einstein Bots
D. Einstein Discovery
View answer
Correct Answer: B
Question #2
The customer requires advanced customization for specific workflows . What is the best approach?
A. Out-of-the-box configuration
B. Salesforce Flow
C. Third-party development
D. Custom Apex codingcorrect
View answer
Correct Answer: D
Question #3
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
Question #4
The customer wants to seamlessly integrate their existing CRM system . Which Salesforce feature facilitates this?
A. Data Import Wizard
B. Process Builder
C. Apex Code
D. Partner Integrationscorrect
View answer
Correct Answer: D
Question #5
The company wants to assess brand loyalty and potential for referrals . Which KPI is most relevant?
A. Customer Satisfaction (CSAT) Score
B. Net Promoter Score (NPS)correct
C. Average Contact Handle Time (AHT)
D. Case Resolution Rate
View answer
Correct Answer: B
Question #6
Validating chatbot functionality involves testing natural language processing (NLP) accuracy . Which tool can help with this?
A. Monitoring chatbot logs and chat transcripts to identify misinterpretations of user queries
B. Utilizing NLP testing tools like Annotate
C. Conducting user testing sessions with real customers to gather feedback on chatbot interactions and understanding
D. All of the above, providing multi-faceted insights into chatbot NLP performance and user experience
View answer
Correct Answer: D
Question #7
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 AIcorrect
D. Zendesk
View answer
Correct Answer: C
Question #8
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 Code
View answer
Correct Answer: D
Question #9
The customer wants to track metrics across different case types and channels . Which reporting element helps with data standardization and analysis?
A. Develop custom reports with unique data models for each case type and channel
B. Utilize standard case fields and reporting tools to categorize and analyze data across the board
C. Implement separate dashboards for each channel and case type with customized metrics
D. Employ third-party analytics tools with independent data structures and visualizations
View answer
Correct Answer: B
Question #10
The customer wants to personalize customer interactions based on past interactions and preferences . Which data model element facilitates this?
A. Custom fields capturing customer preferences and purchase history
B. Case history tracking with details of previous interactions and resolutions
C. Segmentation rules defining customer groups based on specific criteria and behavior
D. All of the above, used in combination for comprehensive customer context and personalized experiences
View answer
Correct Answer: D

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