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Salesforce Salesforce-Contact-Center Exam Sample Questions

Question # 1

You‘re deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?

A. Defining precise triggers for proactive chat engagement based on website visitor behavior and context.

B. Configuring clear opt-out options for customers within the chat window and on website landing pages.

C. Providing agents with readily available customer context and browsing history within the chat interface.

D. All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.

Answer

D. All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.

Explanation:

Optimizing customer experience with a new web chat widget involves several strategic actions:A. Defining precise triggers based on visitor behavior ensures proactive engagements are timely and relevant.B. Configuring clear opt-out options respects customer preferences and minimizes intrusion.C. Providing agents with customer context and browsing history enhances the ability to offer personalized assistance.Implementing these requirements collectively ensures a positive and non-intrusive chat experience, fostering customer satisfaction and engagement.

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

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Question # 2

Your design specifies dynamic greetings in email templates based on customer data. Which Salesforce feature enables this personalization?

A. Custom Apex code to programmatically insert customer data into email templates.

B. Merge fields in email templates linked to specific object fields containing customer information.

C. Process Builder sequences dynamically updating and inserting personalized data into email content.

D. Einstein Content Recommendations suggesting relevant templates and content based on customer data.

Answer

B. Merge fields in email templates linked to specific object fields containing customer information.

Explanation:

Dynamic greetings in email templates based on customer data can be effectively implemented using merge fields in Salesforce. Merge fields automatically pull data from specific object fields related to the customer, such as their name or recent activity, and insert it into the email content. This feature enables personalization at scale by using existing customer data in Salesforce to customize each email, enhancing the relevance and engagement of communications. References: https://help.salesforce.com/articleView?id=sf.email_templates_merge_fields.htm

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Question # 3

Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?

A. Salesforce Data Loader for bulk data imports and basic field validation.

B. Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.

C. Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.

D. All of the above, offering various options for ensuring data quality and reliable metric interpretation.

Answer

D. All of the above, offering various options for ensuring data quality and reliable metric interpretation.

Explanation:

Validating data quality and the accuracy of Contact Center metrics involves multiple tools and approaches:A. Salesforce Data Loader can be used for bulk data imports and performing basic field validations.B. Data Quality Rules help highlight missing information and formatting inconsistencies within Salesforce.C. Einstein Anomaly Detection tools identify unusual patterns that may indicate data inaccuracies.Employing these tools collectively enhances the reliability of data and the accuracy of metric interpretation across the Contact Center.

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

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Question # 4

The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?

A. Proceed with the release despite technical issues, as per the planned schedule.

B. Delay the release to ensure complete resolution of technical issues before deployment.

C. Communicate the issues transparently to stakeholders and implement a rollback plan if necessary.

D. Ignore the technical issues and hope they resolve themselves after release.

Answer

C. Communicate the issues transparently to stakeholders and implement a rollback plan if necessary.

Explanation: In the event of unforeseen technical issues during a release, the most appropriate response is to communicate transparently with stakeholders about the issues and to have a rollback plan ready if necessary. This approach ensures that all parties are informed and prepared to revert to the previous stable version if the new release proves to be unstable or problematic, maintaining trust and system reliability. References: https://help.salesforce.com/articleView?id=sf.release_manage_best_practices.htm

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Question # 5

The customer requires advanced customization for specific workflows. What is the best approach?

A. Out-of-the-box configuration

B. Salesforce Flow

C. Third-party development

D. Custom Apex coding

Answer

D. Custom Apex coding

Reference: [Reference: Salesforce Developers on Apex, ]

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