Salesforce Contact Center Dumps Questions – Effective Way to Get Certified

1. The post-release phase of the implementation plan emphasizes performance monitoring .

Which metric is most relevant for evaluating Contact Center effectiveness?

2. The customer wants to enable self-service options for simple issues .

Which Salesforce capability would be most helpful?

3. Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts .

How should a consultant implement these requirements?

Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.

Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.

Which recommendation should the consultant make to improve this?

4. You‘re deploying a new SMS channel for customer updates and notifications .

Which cut-over requirement helps prevent message delivery failures and ensure customer reach?

5. Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform .

Which cut-over requirement helps maintain continuity and user familiarity?

6. The customer wants detailed reports on agent performance and customer satisfaction .

Which Salesforce tool provides this?

7. Your scenario includes deploying a new knowledge base for self-service customer support .

Which channel-specific cut-over requirement promotes awareness and utilization?

A. Integrating knowledge base articles within relevant chat conversations and case workflows.

B. Providing prominent access points to the new knowledge base across various customer-facing channels.

C. Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.

D. All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.

8. Your design includes email auto-replies for initial case acknowledgements .

Which tool facilitates automated responses?

9. The legal team emphasizes data security and compliance .

How can future functionality address this?

10. The company prioritizes increasing online self-service adoption .

Which KPI would effectively measure this?

11. Your deployment involves integrating a new chat platform .

Which data migration preparation step ensures seamless continuity for ongoing chat conversations?

12. The best dashboard in Service Analytics for UC's service report requirement is Sidebar-By Customer.

Universal Containers (UC) has a requirement to create a service report that contains 50 object references .

Which steps should UC take to achieve this?

13. Your requirements include call deflection through IVR (Interactive Voice Response) .

Which tool is best suited for this?

14. The customer requires secure access control for sensitive customer data .

Which functionality is most important?

15. Validating Omni-Channel routing effectiveness involves monitoring agent workload .

Which tool helps with this?

A. Omni-Channel dashboards displaying real-time agent activity and task queues.

B. Supervisor Console providing insights into agent status, chat transcripts, and performance metrics.

C. Agent Workbench showing assigned tasks and workload across different channels.

D. All of the above, offering comprehensive views of agent workload and queue distribution for optimizing routing.

16. 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.

17. The customer wants to seamlessly integrate their existing CRM system .

Which Salesforce feature facilitates this?

18. The customer requires advanced customization for specific workflows .

What is the best approach?

19. The customer wants to track case resolution times by product category .

Which reporting and analytics requirement is most relevant?

20. Your requirements include chatbot integration for self-service support .

Which Salesforce platform facilitates this?

21. Validating business processes involves testing workflows and flow logic .

Which tool helps with this?

22. You‘re validating data cleansing requirements for case migration .

Which step helps identify and handle duplicate entries?

23. You encounter unexpected data inconsistencies during migration .

Which approach helps maintain data integrity?

24. The reason why the work that was already in the queue is not being pushed to agents is:

The "Apply to existing records in queue" option was not selected.

At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer

What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?

25. You need to configure dashboards and reports for KPI visualization .

Which platform offers the most flexibility?

A. Einstein Analytics with customizable dashboards and visual data storytelling capabilities.

B. Salesforce Reporting tools for generating detailed reports and data analysis.

C. Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.

D. All of the above, depending on the desired level of detail, visual representation, and data access.

26. The customer aims to automate repetitive tasks like case escalation .

Which functionality can streamline this?

27. Your legacy system stores customer data in different formats .

Which tool helps assess data readiness for migration?

28. The correct steps for UC to create a service report with 50 object references are

A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound conversations, which created a simple Omni-Channel flow for the bot

What does the consultant need to specify to use this flow in the channel setting other than selecting the flow?

29. For supervisors within a Service Cloud Voice environment using Amazon Connect, the ideal tools to track key performance indicators (KPIs) like calls answered, average handle time, and average speed to answer are:

Which functionality should a consultant recommend when a client wants to improve their service level quality and automatically push cases to an account's dedicated service agent?

30. I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication during widespread outages:

Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response .

Which messaging channel should a consultant recommend to support the

31. The company prioritizes identifying trends and patterns in customer behavior .

Which KPI is most valuable for this analysis?

32. You have identified two personas for your Contact Center: experienced agents and new hires .

How can future functionality cater to both groups?

33. You need to integrate external systems for additional data enrichment within cases .

Which tool facilitates this?

34. 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. One of the project stakeholders has come to a consultant to explain to them a more detail the 12 agile principles.

What is one of the agile principles?

A. Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools

B. 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. Here's a breakdown of each option:

D. A consultant is preparing post-implementation training material for the agents and supervisors. Agents will need to use the cell transcript configured in Amazon Connect a part of the implementation

35. Your data includes duplicate records across legacy systems .

Which tool helps prevent duplicate creation in Salesforce?

A. Matching rules defining criteria for identifying and merging duplicate records.

B. Data Import Wizard with duplicate prevention settings during bulk data importing.

C. Workflow Rules automatically triggering deduplication logic based on specific data fields.

D. All of the above, working together to prevent duplicate records and ensure data integrity after migration.

36. Your bot requirements include personalized greetings and information based on customer data .

Which Salesforce feature enables this?

37. Based on the scenario and considering regulatory limitations, the most suitable messaging channel for Ursa Major Solar (UMS) to proactively initiate conversations with previous contact center customers is Messaging for Web.

An insurance company handles a large volume of cases every year. The companies communicate with the customer and other third parties through related cases und the same customer issue. Currently, they find it confusing to follow the count appears from different people and channels .

What should a consultant utilize to design a solution so the common is easier to follow, but still relatable to the original customer case?

38. The customer wants to prioritize cases based on customer loyalty and contract value .

Which functionality enables this?

39. You‘re deploying a new routing rule for social media inquiries .

Which channel-specific cut-over requirement helps maintain efficient social media messaging?

A. Pre-populating agent dashboards with relevant information about incoming social media interactions.

B. Ensuring seamless continuity of ongoing social media conversations during the cut-over process.

C. Automating case creation and assignment based on social media message content and customer profiles.

D. All of the above, contributing to a smooth and efficient transition for handling social media inquiries.

40. The best practice that the consultant should observe when configuring case escalation rules is:

Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated.

Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?

41. While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:

Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.

Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time

How should a consultant recommend implementing this requirement?

42. Your customer focuses on cost efficiency .

How can future functionality contribute to cost reduction?

43. Which standard field options should a consultant recommended form for In-App Messaging?

44. Validating chatbot functionality involves testing natural language processing (NLP) accuracy .

Which tool can help with this?

45. To ensure a successful digital transformation with a multi-channel strategy, engaging the right stakeholders during the discovery phase is crucial. Here's the breakdown of the options and why the most suitable choice is: Option 3: VP of Customer Experience; VP of Service; IT Leadership.

Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?

46. You need to validate data migration accuracy and completeness .

Which tool assists with this process?

A. Salesforce Reports and Dashboards providing data comparisons between legacy and Salesforce systems.

B. Data Compare tools like Informatica PowerCenter analyzing record discrepancies and data integrity.

C. Validation Rules on key fields within Salesforce ensuring data adherence to defined formats and constraints.

D. All of the above, offering various methods for comparing and verifying data accuracy after migration.

47. Your project requires migrating custom objects and their associated data .

Which data preparation step helps maintain field-level validation rules and triggers?

48. You need to test email responsiveness on different devices .

Which platform facilitates multi-device testing?

49. The environments that should have a two-way deployment connection in this scenario are Test Sandbox and Production Org.

Which requirement needs to be met to perform a quick deployment for change sets or Metadata API components without testing the full deployment?