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 Salesforce-Contact-Center Dumps with Practice Exam Questions Answers

Questions: 205 questions

Last Update: May 17, 2024

Salesforce-Contact-Center Question Includes: Single Choice Questions: 204, Multiple Choice Questions: 1,

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Salesforce-Contact-Center Questions and Answers

Question # 1

The customer aims to automate repetitive tasks like case escalation. Which functionality can streamline this?


Workflow Rules


Case Escalation Matrix


Entitlement Management


Omni-Channel Routing

Question # 2

You need to validate case closure accuracy and completeness. Which tool helps with this?


Case Closure Rules automatically closing cases based on predefined criteria and ensuring required fields are filled.


Data Validation Rules on case fields requiring specific formats or preventing invalid entries before closure.


Case History review for completeness and verification of resolution details before final closure.


All of the above, contributing to ensuring accurate and complete case closure for efficient data management.

Question # 3

Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?


Process Builder sequences defining IVR menus and routing options based on caller selections.


Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.


Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.


All of the above, depending on the complexity of the desired IVR functionalities.

Question # 4

A project sponsor has informed a consultant that customer satisfaction is their top..

Which Contact Center metric should the consultant prioritize improving?


Average Handle Time


Average Wait Time


First Call Resolution(correct)

Question # 5

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