Salesforce-Contact-Center Practice Test

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.

The IT team wants to integrate Salesforce with their existing CRM system. Which future functionality would facilitate this?

A. Utilize standard Salesforce connectors and APIs for seamless data exchange.

B. Develop custom Apex code to synchronize data between the two systems.

C. Implement point-to-point integrations with unique data mappings for each field.

D. Migrate all Contact Center data into the existing CRM system to avoid integration complexity.

The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with different business hours. An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue What is the reason for the work that was already in the queue not being pushed to agents?

A. Records that exist in a queue prior to Omni-Channel routing activation will not be pushed to an agent.

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

C. The type of work that was in the queue is not in the Selected Objects list on the queue under Supported Objects

The customer wants automated case escalation based on specific criteria. Which data model element plays a key role?

A. Custom fields capturing escalation triggers like priority or SLA breaches.

B. Workflow Rules configured with escalation steps and case field conditions.

C. Process Builder sequences defining escalation actions and notifications.

D. Entitlements specifying service level agreements and associated escalation rules.

The customer needs flexibility for future modifications to workflows and processes. Which design approach promotes maintainability?

A. Develop complex custom code for every functionality to achieve specific needs.

B. Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation.

C. Utilize external applications and extensive third-party integrations for various functionalities.

D. Design rigid workflows with limited room for future adjustments or customizations.