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Salesforce Salesforce-Contact-Center Exam Sample Questions

Question # 1

The desired process of reassigning cases to a higher support tier when SLA timelines are breached. Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions. Which Service Cloud Voice feature should a consultant recommend to accomplish this?

A. Hierarchical Sharing Settings on Calls

B. Collaboration on Call Recordings

C. Pause/Resume Call Recording

Answer

C. Pause/Resume Call Recording

Explanation:

Reference: [Reference: Salesforce Service Cloud Voice Features, ]

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Question # 2

Your design includes email auto-replies for initial case acknowledgements. Which tool facilitates automated responses?

A. Workflow Rules with email action steps triggered by case creation events.

B. Process Builder sequences defining auto-reply steps and dynamic content insertion.

C. Entitlement Email Templates configured with automatic responses based on service level agreements.

D. Einstein Bots configured to send auto-replies and collect initial information from customers via email.

Answer

A. Workflow Rules with email action steps triggered by case creation events.

Explanation:

Reference: [Reference: Salesforce Workflow and Approvals]

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Question # 3

Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?

A. Case History related list displaying all updates and changes made to a specific case record.

B. Reporting tools showing trends and patterns in case data entry and field values.

C. Data Quality Rules automatically highlighting inconsistencies and missing information in case fields.

D. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.

Answer

D. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.

Explanation:

Reference: [Reference: Salesforce Data Quality Tools, , ]

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Question # 4

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.

Answer

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

Explanation:

Reference: [Reference: Salesforce Flow Debugger, ]

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Question # 5

The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?

A. Develop custom Apex code for automated email triggers and attachments.

B. Utilize Process Builder with predefined rules for email notifications based on case updates.

C. Configure outbound email integrations with pre-built templates for invoices and case summaries.

D. Implement Einstein Bots to handle email communication and automate basic customer interactions.

Answer

B. Utilize Process Builder with predefined rules for email notifications based on case updates.

Explanation:

Process Builder in Salesforce allows for the automation of tasks such as sending invoices and case history updates via email following specific triggers or updates to a case. By using predefined rules and conditions within Process Builder, organizations can automate email notifications, ensuring that communications are timely and relevant to the case status. This tool simplifies workflow automation, making it easier to maintain consistent communication with customers without manual intervention.

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

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