Free Salesforce-Contact-Center Practice Exam Questions

Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?

A. Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.

B. Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.

C. Documenting API configurations and connection details for external integrations after successful migration and testing.

D. All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.

Explanation:

Ensuring the accuracy and functionality of external system integrations during a migration involves comprehensive preparation:A. Mapping and verifying field names and data formats ensures compatibility between systems.B. Testing data exchange with external systems through mock scenarios validates the integration before live deployment.C. Documenting API configurations and connection details provides a reference for maintaining and troubleshooting integrations post-migration.These steps collectively ensure a smooth transition and reliable operation of external system integrations in the new Contact Center system. References: https://help.salesforce.com/articleView?id=sf.data_integration.htm

To comply with the "Eliminate duplicate email attachments" setting while processing PDFs in a high-volume email environment, the consultant should consider this approach: Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation. How should a consultant recommend UC configure this solution?

A. Set up the organization's default business hours and create an escalation rule where the case matches the criteria associated with different business hours.

B. Create an Apex trigger that checks the default business hours and the business hours on an escalation.

C. Set up the organization's default business hours and set up another set of business ho the second option

A. Set up the organization's default business hours and create an escalation rule where the case matches the criteria associated with different business hours.

Explanation:

Universal Containers can configure their escalation process for cases outside of business hours by setting up the organization's default business hours and creating escalation rules that trigger based on those hours. This setup allows the system to automatically escalate cases to the appropriate team or individual when a customer issue arises after regular business hours, ensuring timely support even when the primary team is off duty.

References: https://help.salesforce.com/articleView?id=sf.escalation_rules_setup.htm

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.

Explanation:

Monitoring Omni-Channel routing effectiveness and agent workload can be effectively accomplished using multiple tools: A. Omni-Channel dashboards provide a real-time view of agent activities and the distribution of tasks in their queues.B. Supervisor Console offers insights into individual agent statuses, their current tasks, and performance metrics.C. Agent Workbench displays assigned tasks and workload across various channels, helping manage and distribute workload effectively.These tools collectively help in optimizing routing by providing a comprehensive understanding of agent workload and queue status.

References: https://help.salesforce.com/articleView?id=omnichannel_supervisor.htm

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

A. First Name, Last Name, Email Order Number

B. First Name Last Name Email Account Number

C. First Name, Last Name, Emil Subject

B. First Name Last Name Email Account Number

Explanation:

For In-App Messaging, the recommended standard field options to include are First Name, Last Name, Email, and Account Number. These fields ensure that customer service agents have the essential information needed to identify and authenticate the customer, facilitating a more personalized and efficient service interaction. The Account Number is particularly crucial as it provides a direct link to the customer's specific details and transaction history within the company's systems.

Reference: [Reference: Salesforce In-App Messaging Setup, , ]

The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

A. Routing Rules

B. Skill-Based Routing

C. Entitlements

D. Omni-Channel Presence

B. Skill-Based Routing

Explanation:

Skill-Based Routing is the feature that best facilitates the automatic routing of cases based on language skills and expertise. This feature allows the contact center system to match incoming cases with agents who have the specific skills and expertise needed to handle those cases effectively. By ensuring that cases are directed to the most appropriately skilled agents, skill-based routing enhances efficiency, improves resolution times, and increases customer satisfaction.

References: https://help.salesforce.com/articleView?id=sf.omnichannel_skills_based_routing_setup.htm

Salesforce-Contact-Center Practice Test