Salesforce-Contact-Center Practice Test

Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?

A. Case Assignment Rules using predefined criteria to direct 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 urgency.

Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?

A. Develop custom dashboards for detailed agent performance analysis and identify areas for improvement.

B. Implement automated case categorization and routing to optimize agent utilization.

C. Offer self-service options and chatbots to deflect simple inquiries and reduce call volume.

D. All of the above, promoting operational efficiency and minimizing unnecessary resource usage.

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.

The customer wants to track metrics across different case types and channels. Which reporting element helps with data standardization and analysis?

A. Develop custom reports with unique data models for each case type and channel.

B. Utilize standard case fields and reporting tools to categorize and analyze data across the board.

C. Implement separate dashboards for each channel and case type with customized metrics.

D. Employ third-party analytics tools with independent data structures and visualizations.

(a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.

A. Reviewing report builder configurations and data source connections to ensure alignment with defined reporting requirements.

B. Analyzing system logs and report execution history to identify any errors or missing data within generated reports.

C. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.

D. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.