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Salesforce Salesforce-Contact-Center Exam Sample Questions

Question # 1

The scope includes integration with legacy systems. Which factor should be carefully considered in the release plan?

A. Development of custom Apex code for data exchange with legacy systems.

B. Potential data migration challenges and ensuring data integrity during integration.

C. The availability and responsiveness of IT teams responsible for legacy systems.

D. All of the above, requiring careful planning and consideration for potential complexities.

Answer

D. All of the above, requiring careful planning and consideration for potential complexities.

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Question # 2

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. What is one of the agile principles?

A. 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.

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

C. 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:

D. A consultant is preparing post-implementation training material for the agents and supervisors. Agents will need to use the cell transcript configured in Amazon Connect a part of the implementation

Answer

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

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Question # 3

Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?

A. Configure separate queues for each channel with specific business hours.

B. Utilize dynamic agent availability and presence routing across all channels.

C. Implement a third-party chat solution with 24/7 availability integration.

D. Set automatic case deflection rules for common issues on chat after business hours.

Answer

A. Configure separate queues for each channel with specific business hours.

Explanation: Configuring separate queues for each support channel with designated business hours allows for tailored management of availability per service requirement. This setup enables organizations to offer phone and email support during standard business hours and continuous chat support around the clock. Each queue can have its unique operational hours and staffing strategies, ensuring that resources are aligned with customer expectations and demand for each communication channel.

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Question # 4

The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?

A. Utilize standard Salesforce Reports and Dashboards for basic data visualization.

B. Implement Einstein Analytics for AI-powered insights and predictive analysis.

C. Leverage external data warehouse solutions for data storage and complex queries.

D. Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration.

Answer

D. Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration.

Explanation:

Reference: [Reference: Salesforce Documentation on Einstein Analytics, , ]

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Question # 5

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

A. Customer

B. Open Cases

C. Account Profile

Answer

C. Account Profile

Explanation:

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.

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

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