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

Question 25

The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?

A. Knowledge Base

B. Process Builder

C. Web Service API

D. OmniScript

Correct Answer:A
Reference: Salesforce Knowledge Base

Question 26

You??re migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?

A. File attachments within Salesforce case records.

B. External cloud storage with Salesforce integration.

C. Salesforce Content Management System (CMS) for document and asset management.

D. Salesforce Platform Events or Queues for real-time data streaming and storage.

Correct Answer:B
Reference: Salesforce Files and Content Management

Question 27

Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
How should an administrator provision the phone number to support this functionality?

A. Provision a short code phone number at least 8 weeks before golive

B. Provision a toll free phone number at least 8 weeks before golive

C. Provision a long code phone number on least 2 weeks before golive

Correct Answer:C
Reference: Salesforce SMS Implementation Guide

Question 28

The desired process of reassigning cases to a higher support tier when SLA timelines are breached.
Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to accomplish this?

A. Hierarchical Sharing Settings on Calls

B. Collaboration on Call Recordings

C. Pause/Resume Call Recording

Correct Answer:C
Reference: Salesforce Service Cloud Voice Features

Question 29

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.

Correct Answer:A
The most effective method to validate the accuracy of dynamic data merging in email templates is by sending test emails with sample data sets and manually checking the accuracy of the merged fields. This direct approach allows you to see exactly how the email appears to the recipient and confirm that all data fields are populating correctly. This hands-on verification ensures that any discrepancies can be quickly identified and corrected.
References: https://help.salesforce.com/articleView?id=sf.email_templates_test.htm

Question 30

You need to migrate complex workflows from your legacy system. Which tool facilitates this?

A. Process Builder with drag-and-drop interface for designing automated processes within Salesforce.

B. Flow Builder with visual development environment for building complex automation and logic flows.

C. Apex code development for custom scripting and advanced workflow logic implementation.

D. All of the above, depending on the complexity and specific functionalities of the migrating workflows.

Correct Answer:D
Depending on the complexity and requirements of the legacy workflows, you can utilize Process Builder for simple automation, Flow Builder for more intricate logic and integrations, or Apex code for custom scripting of advanced functionalities. Choose the tool that best suits the specific workflow you??re migrating.

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