Salesforce-Contact-Center Practice Test

You need to validate automated case escalation. Which tool helps monitor and assess this process?

A. Monitoring Escalation History related list within case records to track escalation triggers and actions taken.

B. Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.

C. Supervisor Console providing insights into case status, queue information, and escalation triggers.

D. All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.

Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

A. Configuring data encryption for transferred information and user access with multi-factor authentication.

B. Conducting pre-migration security audits and vulnerability assessments of both platforms.

C. Establishing clear data ownership and access rights for users across the old and new platforms.

D. All of the above, contributing to a secure and controlled migration process with robust data protection.

Validating business processes involves testing workflows and flow logic. Which tool helps with this?

A. Monitoring case history and chat transcripts within Salesforce to review process actions and outcomes.

B. Utilizing Flow Debugger tool to visualize execution steps, identify errors, and optimize flow processes.

C. Conducting user testing sessions with agents to gather feedback on the process experience and effectiveness.

D. All of the above, offering complementary perspectives for analyzing and refining business process functionality.

Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?

A. Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.

B. Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.

C. Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.

D. All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.

Ursa Major Solar has recently completed testing of its upgrade to Enhanced Digital Engagement channels. A consultant needs to now move the WhatsApp number on the testing sandbox to production. How should the consultant accomplish this?

A. Enter the existing number when creating the channel in production

B. Request a new number for the production org

C. Log a case with Salesforce Customer Support