Free Salesforce Contact-Center Exam Questions

Become Salesforce Certified with updated Contact-Center exam questions and correct answers

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Total 207 Questions | Updated On: Jan 27, 2025

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Question 1

The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?

A : Omni-Channel Routing

B : Case Management

C : Einstein Bots

D : Customer Community

Answer: B

Question 2

The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized?

A : Field-Level Security

B : Omni-Channel Routing

C : Einstein Analytics

D : Knowledge Base

Answer: A

Question 3

You need to validate automated case escalation. Which tool helps monitor and assess this process?

A : Monitoring Escalation History related list within case records to track escalation triggers and actions taken.

B : Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.

C : Supervisor Console providing insights into case status, queue information, and escalation triggers.

D : All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.

Answer: D

Question 4

Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

A : Presence-based routing automatically assigning tasks based on agent availability.

B : Omni-Channel Presence States indicating online and offline agent status for different channels.

C : Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.

D : All of the above, working together for optimal multi-channel task assignment and routing.

Answer: D

Question 5

A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours Which set of functionalities should the consultant research in this case?

A : Messaging for Web and Einstein Bots

B : Web to Chat and Embedded Service

C : Messaging for Web and Embedded Service

Answer: C

Page: 1 / 42

Total 207 Questions | Updated On: Jan 27, 2025

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