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Salesforce Salesforce-Contact-Center Exam Sample Questions


Question # 1

You need to migrate complex workflows from your legacy system. Which tool facilitates this?
A. Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
B. Flow Builder with visual development environment for building complex automation and logic flows.
C. Apex code development for custom scripting and advanced workflow logic implementation.
D. All of the above, depending on the complexity and specific functionalities of the migrating workflows.


D. All of the above, depending on the complexity and specific functionalities of the migrating workflows.
Explanation:

Depending on the complexity and requirements of the legacy workflows, you can utilize Process Builder for simple automation, Flow Builder for more intricate logic and integrations, or Apex code for custom scripting of advanced functionalities. Choose the tool that best suits the specific workflow you‘re migrating.




Question # 2

The customer requires secure access control for sensitive customer data. Which functionality is most important?
A. Field-Level Security
B. Two-Factor Authentication (2FA)
C. Encrypted Case Histories


A. Field-Level Security




Question # 3

Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?
A. Einstein Bots with natural language processing and conversational AI capabilities.
B. Flow Builder with chatbot elements for building conversational interfaces within flows.
C. Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.
D. All of the above, providing various options for building and integrating chatbots into your self-service experience.


D. All of the above, providing various options for building and integrating chatbots into your self-service experience.
Explanation:

Reference: [Reference: Salesforce Einstein Bots, ]




Question # 4

While the stakeholders might not be familiar with the term "Continuous Integration," outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily convince them of its value for the Contact Center project. Here are some specific points to highlight Ursa Major Solar wants a consultant to design a solution that will blow its customers take detailed questions about a product's functionality. The customer should be able subject-matter experts and interact with IT support through available channels in real time.
Which feature should the consultant use to accomplish this?
A. Mass Email
B. Experience Site
C. Public Groups


B. Experience Site




Question # 5

The consultant needs to specify the Inbound Flow Action in the channel setting, in addition to selecting the flow, to use the Omni-Channel flow for the Enhanced Bot. During a workshop, management at a company explains that its contact center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general queue, where the agents pick up the case manually. Management would like available agents to receive the cases automatically so they do not pick cases. They also require that if the case cannot be directed to the correct agent, there is a fallback option. The agent can be assigned cases from different channels and would like this incorporated into the routing model. Which setting in Email-to-Case should a consultant recommend the company utilize?
A. Flow Settings
B. Case Owner Settings
C. Task Settings


B. Case Owner Settings
Explanation:

In the scenario where management wants cases to be automatically assigned to agents without manual selection and includes a fallback mechanism, the consultant should recommend utilizing the "Case Owner Settings" in the Email-to-Case configuration. This feature allows the system to automatically assign incoming cases based on predefined rules and ensures that if a specific agent isn’t available, the case can be routed to a fallback queue or another available agent. This setting integrates seamlessly into the routing model, supporting different channels and ensuring efficient case handling.

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




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