Achieve The Utmost Performance In Salesforce-Contact-Center Exam Pass Guaranteed [Q73-Q97]

Q73. The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?

Utilize standard Salesforce Reports and Dashboards for basic data visualization.

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

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

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

Q74. The customer needs real-time sentiment analysis during calls. Which third-party integration could be beneficial?

Zoom

Genesys Cloud CX

Google Cloud AI

Zendesk

Q75. The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?

Utilize Trailhead online modules and Salesforce documentation for independent learning.

Implement Premier Support with dedicated access to expert consultants and proactive issue resolution.

Develop custom training materials and conduct internal workshops for agent familiarization.

Leverage partner resources and certified consultants for specialized training and implementation guidance.

Q76. Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?

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

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

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

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

Q77. You need to configure dashboards and reports for KPI visualization. Which platform offers the most flexibility?

Einstein Analytics with customizable dashboards and visual data storytelling capabilities.

Salesforce Reporting tools for generating detailed reports and data analysis.

Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.

All of the above, depending on the desired level of detail, visual representation, and data access.

Q78. Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?

Omni-Channel Routing

Case Management

Service Cloud Einstein

Customer Community

Q79. The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?

Knowledge Base

Process Builder

Web Service API

OmniScript

Q80. The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?

Number of Escalated Cases

Agent Average AHT

First Contact Resolution (FCR) Rate

Customer Effort Score (CES)

Q81. Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

Number of chat sessions handled by agents.

Total chat session duration divided by the number of sessions.

Time spent by agents actively engaged in chat sessions.

All of the above, depending on the desired AHT calculation scope and inclusivity.

Q82. 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?

Hierarchical Sharing Settings on Calls

Collaboration on Call Recordings

Pause/Resume Call Recording

Q83. You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?

Salesforce Knowledge articles with categorization and tagging for easy customer search.

Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.

Einstein Search for intelligent article recommendations based on customer keywords and context.

All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.

Q84. Validating chatbot functionality involves testing natural language processing (NLP) accuracy. Which tool can help with this?

Monitoring chatbot logs and chat transcripts to identify misinterpretations of user queries.

Utilizing NLP testing tools like Annotate.io or MonkeyLearn to analyze bot responses and accuracy.

Conducting user testing sessions with real customers to gather feedback on chatbot interactions and understanding.

All of the above, providing multi-faceted insights into chatbot NLP performance and user experience.

Q85. While some of your suggestions aim to address Ursa Major Solar’s need to accommodate new agents during peak season, they raise potential concerns and might not be the most optimal approach. Here’s a breakdown:
Ursa Major Solar (UMS) is implementing Email-to-Case in its …
Salesforce notaro which it has used in the past 2 years as its Case
Management system, to place is the party Email Channel provider. UMS is excited to learn about the artificial in capability in Einstein Case Classification and would like to prioritize the capturing the build as must-have After verifying the license, how should a consultant include the Einstein Case Classification capability in the same project?
Add two requirements to the backlog in the current release date
EmailMessage object to meet data requirements for Einstein formal Car
Cassium be up Einstein Case Classification.
Add the requirement to a future release since Einstein rends at least 400 the past 6 months to build the model in Email Channel Add the requirement in the current release as the customer are case records and because of the reed to prontice the manner Classification The most appropriate approach for incorporating Einstein Case Classification into the same project is to:
A) A Add two requirements to the backlog in the current release:
B) Ursa Major Solar has recently seen a big increase in case volume due to the launch of new product.
What should the company do to deflect cases?
Implement an internal knowledge base.
Implement a customer-facing knowledge base Implement a new channel in
SMS. Choose
While both implementing an internal knowledge base and implementing a
customer-facing knowledge base can help deflect cases, the most
impactful choice for Ursa Major Solar is:
Implementing a customer-facing knowledge base.
Ursa Major Solar decided to roll out Einstein Bots in all of the enhanced digital snipe channels for its retail customers, including Facebook Messenger, WhatsApp and Message for In-app and Web. The Salesforce administrators are not sure how many boss they sa and why.
Which recommendation should a consultant make to the Salesforce ..

bot. The same Einstein Bot can be deployed to all Enhanced Digital … that Sent Cloud supports

Three bots. One bot per channel will provide a chunne specific customer..

Two bots. Fewer bots means less maintenance and the same can be p and

Q86. Your KPIs include measuring agent utilization rates. Which metric best reflects this?

Number of cases handled by an agent during a specific period.

Agent login duration divided by the total active work time on cases or chats.

Time spent by an agent on various activities throughout the workday.

All of the above, depending on the desired scope and granularity of agent utilization measurement.

Q87. The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?

Number of Closed Won Deals

Contact Center Conversion Rate

Customer Retention Rate

Customer Lifetime Value (CLTV)

Q88. The consultant should set up “Edit the Case page layout to embed the Contact Details component on the Case page.” This is the most efficient approach to streamline the agents’ workflow and eliminate unnecessary navigation.
Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can be answered.
Which changes to the Contact Support form process should a consultant suggest to improve the response times?

A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword

Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.

Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each

Q89. The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?

Regularly conduct security audits and vulnerability assessments to identify potential risks.

Encrypt customer data at rest and in transit to protect against unauthorized access.

Configure field-level security to restrict access to sensitive data based on user roles.

Implement multi-factor authentication (MFA) for secure agent logins and access.

Q90. 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?

Business Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow

Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment

Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form

Q91. You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?

Salesforce Reporting with basic filters and data grouping for analysis.

Omni-Channel dashboards providing real-time insights and basic trend visualization.

Einstein Analytics with advanced data blending, predictive modeling, and visual storytelling capabilities.

All of the above, depending on the desired level of data exploration, predictive insights, and visual representations.

Q92. While all listed KPIs have relevance, the most suitable set for Ursa Major Solar’s goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:
A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.

Build Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed

Assign Read All data access to all voice agents

Update the organization-wide sharing setting for use Presence to Public Read City

Q93. The customer values user adoption and training. Which element should be prioritized in the implementation plan?

Extensive technical documentation and configuration guides.

Comprehensive change management and communication strategy.

End-to-end user training programs and support resources.

Development and testing of core functionalities before focusing on user experience.

Q94. Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot.
How should a consultant suggest UMS configure its Experience Cloud site to support this?

Use conditional visibility on the Embedded Messaging component to show one for the users and one for guest users to alter the routing destination

Pass in the User ID field as a hidden pre-chat field and check the vice of that le Channel flow to determine the routing destination

Create a Page Variation for each page where the chat is offerest one for authenticated one for guest users to alter the routing destination

Q95. The customer requires secure access control for sensitive customer dat
a. Which data model element contributes to data security?

Utilize custom fields to capture all types of customer information without access restrictions.

Configure field-level security to grant selective access to sensitive data based on user roles and permissions.

Implement third-party data encryption solutions for additional security layers.

Store all customer data in one field without any segregation or access control mechanisms.

Q96. You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?

Sending test emails with sample data sets and manually checking for merge field accuracy.

Utilizing pre-configured Salesforce test cases for email merge field functionality.

Reviewing email delivery logs and checking for errors or missing data in merged fields.

Implementing Apex triggers to validate data integrity before triggering email sending actions.

Q97. Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?

Case Assignment Rules defining criteria for routing cases to specific queues or agents.

Process Builder sequences triggering automated case creation and assignment based on data triggers.

Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.

All of the above, working together for dynamic case assignment and escalation based on context and priority.

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