[Jul-2024] Salesforce-Contact-Center PDF Dumps Are Helpful To produce Your Dreams Correct QA’s [Q56-Q70]

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[Jul-2024] Salesforce-Contact-Center PDF Dumps Are Helpful To produce Your Dreams Correct QA’s

New Salesforce-Contact-Center exam Free Sample Questions to Practice

QUESTION 56
You need to migrate complex workflows from your legacy system. Which tool facilitates this?

Process Builder with drag-and-drop interface for designing automated processes within Salesforce.

Flow Builder with visual development environment for building complex automation and logic flows.

Apex code development for custom scripting and advanced workflow logic implementation.

All of the above, depending on the complexity and specific functionalities of the migrating workflows.

QUESTION 57
Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?

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

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

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

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

QUESTION 58
You’re deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?

Pre-populating agent dashboards with relevant information about incoming social media interactions.

Ensuring seamless continuity of ongoing social media conversations during the cut-over process.

Automating case creation and assignment based on social media message content and customer profiles.

All of the above, contributing to a smooth and efficient transition for handling social media inquiries.

QUESTION 59
The customer needs real-time sentiment analysis during calls. Which third-party integration could be beneficial?

Zoom

Genesys Cloud CX

Google Cloud AI

Zendesk

QUESTION 60
The customer wants to prioritize cases based on customer loyalty and contract value. Which functionality enables this?

Case Classification

Entitlements

Case Escalation Rules

Custom Apex Code

QUESTION 61
The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system to Salesforce.
A consultant has noticed that agents always open the contact record first when they are routed a new Email-to-Case before they do anything else What should the consultant set up to make this more efficient for agents?

Edit the Case page layout to embed the Contact Details component on the Case page Pop action

Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact

Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen

QUESTION 62
The customer wants automated case escalation based on specific criteri
a. Which data model element plays a key role?

Custom fields capturing escalation triggers like priority or SLA breaches.

Workflow Rules configured with escalation steps and case field conditions.

Process Builder sequences defining escalation actions and notifications.

Entitlements specifying service level agreements and associated escalation rules.

QUESTION 63
The best set of functionalities for the client’s needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specific requirements.

As part of the project governance, Ursa Major Solar has decided to use Agle Development Principles. One of the project stakeholders has come to a consultant to explain to them a more detail the 12 agile principles.
What is one of the agile principles?

Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools

All three options you listed are actually Agile principles! Agile Development emphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here’s a breakdown of each option:

A consultant is preparing post-implementation training material for the agents and supervisors. Agents will need to use the cell transcript

QUESTION 64
Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:
Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.
Which set of features/capabilities will help UMS achieve this?

Service Cloud Voice, Omni-Channel, Service Console

Case Classification, Omni-Channel, Einstein Bots

Service Cloud Voice, Feedback Management, Einstein Boss

QUESTION 65
You need to test email responsiveness on different devices. Which platform facilitates multi-device testing?

Salesforce Inbox previewing emails on desktop and mobile versions.

Developer tools in web browsers for inspecting email rendering on various devices.

Sending test emails to personal accounts with different devices and platforms.

Utilizing Email Preview tool in Salesforce Marketing Cloud for cross-device rendering checks.

QUESTION 66
You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?

Salesforce Knowledge articles with categorization and tagging for easy customer search.

Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.

Einstein Search for intelligent article recommendations based on customer keywords and context.

All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.

QUESTION 67
The customer wants to personalize customer interactions based on past interactions and preferences. Which data model element facilitates this?

Custom fields capturing customer preferences and purchase history.

Case history tracking with details of previous interactions and resolutions.

Segmentation rules defining customer groups based on specific criteria and behavior.

All of the above, used in combination for comprehensive customer context and personalized experiences.

QUESTION 68
Validating Omni-Channel routing effectiveness involves monitoring agent workload. Which tool helps with this?

Omni-Channel dashboards displaying real-time agent activity and task queues.

Supervisor Console providing insights into agent status, chat transcripts, and performance metrics.

Agent Workbench showing assigned tasks and workload across different channels.

All of the above, offering comprehensive views of agent workload and queue distribution for optimizing routing.

QUESTION 69
The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
Ursa Major Solar is advised by a consultant to utilize Continuous
Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not familiar with it and are questioning the benefits it yields.
What should the consultant outline as the advantage of a Cl process to the customer?

Organizes source development into package directories

Ensures application quality before any corrupt change can get into the Source..

Creates and deletes package versions in each testing environment

QUESTION 70
The most suitable set of solutions for the client’s requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.
A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company’s main strategy is to enhance customer satisfaction and loyalty while streamlining costs.
Which set of key performance indicators (KPIs) should the consultant
prioritize to measure the success of the Contact Center implementation?

A Average response time, cost per call deflection rate, and employee training time

Revenue growth, number of repeat customers, net promoter score, and employment

Average handling time, number of calls answered, customer satisfaction sure and employer training time