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Salesforce Contact Center Exam Questions
- Topic 1: Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
- Topic 2: Design: Deals with the Contact Center functionalities with the stipulated requirements. Subsequently, when presented with business requirements, devise scalable and maintainable solutions for the Contact Center, adhering to standard data models.
- Topic 3: Implement: This section deals with setting up the fundamental Contact Center functionalities and features. Following this, in alignment with the complete design, configure and authenticate the email functionality, ensuring its seamless operation. Similarly, based on specific scenarios, configure and verify the functionality of voice services.
- Topic 4: Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.
Free Salesforce Salesforce Contact Center Exam Actual Questions
Note: Premium Questions for Salesforce Contact Center were last updated On Dec. 09, 2024 (see below)
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?
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.
Universal Containers (UC) has a service report requirement to provide a
snapshot of customers, including the service products they are using, case
reason, and priority,
Which dashboard in Service Analytics should UC use? Sidebar-By
For Universal Containers, the 'Account Profile' dashboard in Service Analytics is the most suitable choice. This dashboard provides a comprehensive snapshot of customers, including details on the service products they are using, case reasons, and priority. It is specifically designed to consolidate customer-related information, making it an ideal solution for UC's reporting needs.
While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?
The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see
wait times when starting an interaction. They also want to allow a banner to
inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?
To enhance the customer experience for Messaging for Web, several configurations are needed:
Business Hours: Must be active to inform customers about service availability during specific hours.
Omni-Channel Queue or Flow: Required for managing and routing customer interactions.
Estimated Wait Time: Should be activated to display expected wait times to customers, helping manage their expectations.
Business Hours added to the Embedded Deployment: Ensures that the chat functionality reflects the correct availability times and conditions outside business hours.
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?
To make the process more efficient for agents who routinely access contact records first when routed a new Email-to-Case, the consultant should edit the navigation rules for the app that the agents use to set Case as a subtab of Contact. This adjustment optimizes the user interface by ensuring that when a case is opened, the associated contact record automatically appears as a subtab. This setup reduces the number of clicks needed to access relevant contact details, streamlining the workflow and saving time for agents. This method leverages the Salesforce Lightning Experience's capability to configure tab settings and navigation rules, enhancing the user experience and efficiency.
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