Salesforce-Contact-Center Salesforce Exam Questions and Free Practice Test

Question 7

Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?

A. Case Assignment Rules defining criteria for routing cases to specific queues or agents.

B. Process Builder sequences triggering automated case creation and assignment based on data triggers.

C. Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.

D. All of the above, working together for dynamic case assignment and escalation based on context and priority.

Correct Answer:D
Reference: Salesforce Case Management

Question 8

Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?

A. Process Builder sequences defining IVR menus and routing options based on caller selections.

B. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.

C. Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.

D. All of the above, depending on the complexity of the desired IVR functionalities.

Correct Answer:B
Flow Builder is best suited for designing and configuring IVR (Interactive Voice Response) systems due to its visual drag-and-drop interface. This tool allows for easy creation of complex IVR menus and routing options based on caller selections, facilitating effective call deflection and ensuring callers can resolve their inquiries without needing direct agent interaction.
References: https://help.salesforce.com/articleView?id=sf.flow_builder.htm

Question 9

Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

A. Presence-based routing automatically assigning tasks based on agent availability.

B. Omni-Channel Presence States indicating online and offline agent status for different channels.

C. Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.

D. All of the above, working together for optimal multi-channel task assignment and routing.

Correct Answer:D
Assigning chats and emails based on agent skills involves multiple features:A. Presence-based routing ensures tasks are assigned only when agents are available.B. Omni-Channel Presence States help manage which agents are online and ready to take on tasks across different channels.C. Skill-based routing leverages agent skill profiles to match them with tasks they are qualified to handle.Integrating these features provides a robust system that ensures tasks are assigned efficiently and effectively to the right agents at the right time.
References: https://help.salesforce.com/articleView?id=omnichannel_routing.htm

Question 10

The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?

A. Customer Satisfaction (CSAT) Score

B. Average Contact Handle Time (AHT)

C. Case Resolution Rate

D. Number of Resolved Cases

Correct Answer:A
Reference: Salesforce Blog on Customer Satisfaction

Question 11

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.

Correct Answer:C
Reference: Salesforce Custom Objects and Fields

Question 12

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.

Correct Answer:D
A robust security protocol for data exchange with external systems in bot integrations includes multiple layers:A. SSL encryption protects data in transit between the bot and external systems, ensuring confidentiality and integrity.B. API authentication mechanisms control and verify access, maintaining secure connections only with authorized systems.C. Field-Level Encryption provides an additional layer by encrypting sensitive data within the bot??s storage, safeguarding information at rest.This multi-layered security approach ensures comprehensive protection of data throughout the interaction and storage lifecycle.
References: https://help.salesforce.com/articleView?id=sf.security_overview.htm

START Salesforce-Contact-Center EXAM