Free Salesforce-Contact-Center Practice Exam Questions

The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?

A. Customer Satisfaction (CSAT) Score

B. Net Promoter Score (NPS)

C. Average Contact Handle Time (AHT)

D. Case Resolution Rate

B. Net Promoter Score (NPS)

Reference: [Reference: Salesforce Blog on Net Promoter Score, ]

Your deployment involves migrating historical case data. Which data preparation step helps maintain case history and audit trails accurately?

A. Transferring all available case data, including comments, attachments, and activity logs, during the migration process.

B. Configuring the new system to preserve chronological order and timestamps associated with historical case events.

C. Testing case history access and audit trail functionality to verify accurate retrieval and display of historical information.

D. All of the above, contributing to a complete and accessible migration of historical case data with preserved context and audit trails.

Explanation:

Maintaining case history and audit trails accurately during a migration process involves several crucial steps:A. Transferring all available case data, including comments, attachments, and activity logs, ensures that no historical data is lost.B. Configuring the new system to preserve chronological order and timestamps of historical case events maintains the integrity of the case timeline.C. Testing case history access and audit trail functionality ensures that all historical information is retrievable and accurately displayed post-migration.These steps collectively ensure that historical case data is migrated completely and remains accessible and contextually intact in the new system.

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

You‘re deploying a new AI-powered virtual assistant for initial customer inquiries. Which cut-over requirement helps maintain customer trust and transparency?

A. Clearly disclosing the use of AI and providing options for human interaction when needed.

B. Training the virtual assistant on diverse customer data and common language variations for accuracy.

C. Monitoring interactions and measuring the virtual assistant‘s effectiveness in resolving customer issues.

D. All of the above, contributing to a responsible and trustworthy AI implementation for customer support.

Explanation:

Deploying a new AI-powered virtual assistant effectively requires several critical steps: A. Transparency about the use of AI and ensuring customers have the option to interact with human agents if needed.B. Training the virtual assistant using diverse data sets to handle various customer inquiries accurately.C. Monitoring interactions and evaluating the effectiveness of the virtual assistant in resolving customer issues to continually improve its performance.These practices foster customer trust and ensure the AI assistant is effectively integrated into the support workflow, enhancing overall customer experience. References: https://help.salesforce.com/articleView?id=ai_einstein_bots.htm

Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents. What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?

A. Create and assign a new Presence Configuration. Create and apply a new

B. Routing Configuration.

C. Create and assign a new Presence Status

Explanation:

To provide ramp-up time for junior agents handling fewer chat requests at a time, an administrator should create and assign a new Presence Status. This status would specifically allow junior agents to handle only two chat requests simultaneously, compared to the standard three. This setting tailors the workload according to the agent's capability, ensuring they are not overwhelmed, which helps in their gradual adaptation to the expected work pace.

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

You need to configure email templates for case updates and notifications. Which tool best suits this task?

A. Salesforce Classic Email Templates with drag-and-drop content editing.

B. Entitlement Email Templates for automated communication based on service level agreements.

C. Lightning Email Templates with flexible design options and dynamic data merge fields.

D. Einstein Mail Composer powered by AI for personalized and responsive email content.

C. Lightning Email Templates with flexible design options and dynamic data merge fields.

Explanation:

Lightning Email Templates provide the best solution for configuring email templates for case updates and notifications. These templates offer flexible design options and the ability to use dynamic data merge fields, making them ideal for creating personalized and context-specific communications.

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

Salesforce-Contact-Center Practice Test