Salesforce Salesforce-Contact-Center Salesforce Contact Center Accredited Professional Exam Exam Practice Test

Dividing customer data into separate subsets based on user groups for targeted and phased migration.

Configuring role-based access controls within the new system to ensure data access aligns with user group assignments.

Testing data migration functionalities with pilot groups to identify and address any issues before broader rollout.

All of the above, contributing to a controlled and efficient data migration process with minimal disruption to different user groups.

Einstein Feedback Surveys automatically sent based on case closure events and collecting customer feedback on their experience.

Process Builder sequences initiating customer satisfaction surveys upon case closure and managing survey workflow.

Flow Builder with visual interface for designing and configuring survey forms and logic for collecting feedback after case closure.

All of the above, offering various options for triggering and managing customer satisfaction surveys within case management.

Verifying agent training on call scripts and adherence to regulatory requirements.

Ensuring proper opt-in mechanisms and customer consent management for outbound calls.

Implementing recording and call monitoring functionalities for compliance audits and quality control.

All of the above, contributing to a compliant and responsible outbound calling operation.

Salesforce Reports with filters to identify cases with invalid email addresses.

Data Loader functionality for bulk email address validation against external databases.

Einstein Validation Service for real-time email address verification during data entry.

Salesforce Sandbox environment for sending test emails and verifying recipient details.

Case Backlog Volume

Average Time to Answer (ATA)

SLA Adherence Rate

Number of Overdue Cases

Introduce pre-built Knowledge Base articles recommending relevant products based on purchase history.

Integrate with the CRM system to access customer data and personalize case handling approaches.

Utilize AI-powered case deflection tools to suggest personalized offers and upsell opportunities.

Implement dynamic routing based on purchase history to connect customers with appropriate agents.

Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.

Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.

Documenting API configurations and connection details for external integrations after successful migration and testing.

All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.

Field-Level Security

Two-Factor Authentication (2FA)

Encrypted Case Histories

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

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

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

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

Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.

Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.

Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.

All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.

A Add two requirements to the backlog in the current release:

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

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

Facebook Messenger

Matching rules defining criteria for identifying and merging duplicate records.

Data Import Wizard with duplicate prevention settings during bulk data importing.

Workflow Rules automatically triggering deduplication logic based on specific data fields.

All of the above, working together to prevent duplicate records and ensure data integrity after migration.

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.

Validating customer phone numbers and carrier compatibility before activating the SMS channel.

Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications.

Implementing message throttling and rate limiting to prevent overwhelming customers with SMS alerts.

All of the above, contributing to reliable and effective SMS communication with customers.

Out-of-the-box configuration

Salesforce Flow

Third-party development

Custom Apex coding

Pre-populating agent dashboards with relevant information about incoming social media interactions.

Ensuring seamless continuity of ongoing social media conversations during the cut-over process.

Automating case creation and assignment based on social media message content and customer profiles.

All of the above, contributing to a smooth and efficient transition for handling social media inquiries.

Providing comprehensive training on the dashboard features and metrics for agents.

Making the dashboard easily accessible and readily available within the agent interface.

Customizing the dashboard layout and visualizations to align with agent preferences and needs.

All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.

Custom Apex code dynamically fetching customer data and injecting it into chatbot responses.

Merge fields within bot conversation scripts linking to specific object fields containing customer information.

Einstein Insights providing real-time customer data to personalize bot interactions and recommendations.

All of the above, depending on the level of personalization and data sources required.

Automated processes are executed by default

Automated processes are not executed

Only Apex triggers are executed

Number of features or functionalities implemented within the system.

User satisfaction surveys and agent feedback on the new system.

System availability and uptime per customer expectations and service level agreements (SLAs).

Resource utilization and infrastructure costs associated with running the Contact Center.

Out-of-the-box configuration

Salesforce Flow

Third-party development

Custom Apex coding

Einstein Bots with natural language processing and conversational AI capabilities.

Flow Builder with chatbot elements for building conversational interfaces within flows.

Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.

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

Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.

Providing comprehensive training on the new platform‘s features and functionalities for report creation and analysis.

Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.

All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system.

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

Monitoring call logs and reports within Salesforce for recorded call availability.

Utilizing the Call History related list on Case records to access and play recordings.

Configuring Voice Call Transcripts to generate automatic text summaries of recorded calls.

All of the above, providing various options for accessing, playing, and reviewing call recordings.

conversation Component in Service Console

Caller Contact record in Salesforce

Amazon Connect Dashboard

Pilot deployment involving a small user group for testing and feedback before broader rollout.

Production deployment directly to all users simultaneously, with immediate effect.

Full sandbox deployment for comprehensive testing before migrating to production.

All of the above, depending on the complexity and potential impact of the new algorithm.

Net Promoter Score (NPS)

Customer Lifetime Value (CLTV)

Customer Effort Score (CES)

First Contact Resolution (FCR) Rate

Implementing robust search functionalities and user-friendly navigation within the new self-service portal.

Conducting user testing and gathering feedback on the portal‘s usability and accessibility.

Launching awareness campaigns and providing clear guidance on how to use the new self-service portal.

All of the above, contributing to a positive user experience and encouraging customer adoption of the new portal.

Salesforce Social Studio with connectors for managing various social media and messaging platforms.

Custom Apex code developed to connect Salesforce with the WhatsApp Business API.

Flow Builder with pre-built templates for configuring messaging channel interactions and automation.

Omni-Channel routing rules directing incoming WhatsApp messages to appropriate agents based on content and skills.

Develop custom formulas to calculate customer loyalty and contract value score.

Configure case fields to capture customer tier and contract details for manual prioritization.

Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.

Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.

Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions

A Use Slack to allow agents to share best practices in responding to customer questions

Use Quick Text to allow agents to create personal Quick Texts for answers they alternate

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

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

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

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

Full system outage for complete implementation and configuration.

Rolling updates with gradual user onboarding to the new system.

Weekend or after-hours deployment to minimize impact on regular operations.

A combination of rolling updates and minimal downtime deployment techniques.

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.

Reviewing form configuration settings and field mappings within Salesforce.

Manually submitting test data through the web form and verifying case creation in Salesforce.

Monitoring web server logs for form access and error messages to identify technical issues.

All of the above, offering complementary perspectives on web form functionality and potential challenges.

Implement custom dashboards with visualizations of overall case volume and agent performance.

Configure reports with filters to break down case resolution times by agent and case priority.

Develop custom fields and reports to categorize cases by product and track resolution times per category.

Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.

Monitoring chat logs and transcripts within Salesforce to review message content and delivery status.

Utilizing third-party testing tools like Twilio Sandbox or MessageBird to send test messages and verify delivery.

Conducting user testing sessions with real customers to gather feedback on the messaging experience and content clarity.

All of the above, offering a comprehensive approach to validate message delivery, content accuracy, and user experience.

Omni-Channel Routing

Case Management

Service Cloud Einstein

Customer Community

Implement an SMS Digital Channel and redirect customers from phone.

Hire more service agents in peak season and meet customer needs on

demand

Implement Email-to-Case and redirect customers from phone to email

Facebook Messenger

Messaging for Wed

SMS

Help Center

Customer Service

Customer Account Portal

Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.

Manually reviewing and adjusting internal links and formatting within each article before migration.

Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.

All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.

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.

Set up Support Holidays to specify holidays.

Create an Apex trigger to check agent holidays

Create additional holiday rules in the SLAs

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

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

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

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

Create an Escalation Rule Entry and configure it so that cases get an

escalated status of the case is still open after passing SLA times.

Create a Quick Action for escalating a case and set up Conditional

Visibility Rude to show the Quick Action after a case has passed SLA times

Create a record-triggered flow that gives cases an escalated status if it is

still open a pa A times.

The consultant should propose creating an Escalation Rule Entry to set up

SMS Messaging

Facebook Messenger

Messaging for In-App

Enter the existing number when creating the channel in production

Request a new number for the production org

Log a case with Salesforce Customer Support

Develop custom dashboards for detailed agent performance analysis and identify areas for improvement.

Implement automated case categorization and routing to optimize agent utilization.

Offer self-service options and chatbots to deflect simple inquiries and reduce call volume.

All of the above, promoting operational efficiency and minimizing unnecessary resource usage.

First Name, Last Name, Email Order Number

First Name Last Name Email Account Number

First Name, Last Name, Emil Subject

Number of Closed Won Deals

Contact Center Conversion Rate

Customer Retention Rate

Customer Lifetime Value (CLTV)

Account records representing your customer organizations.

Contact records for individual customer contacts.

User records for your contact center agents.

Custom objects specifically designed for tracking agent performance metrics.

Development of custom Apex code for data exchange with legacy systems.

Potential data migration challenges and ensuring data integrity during integration.

The availability and responsiveness of IT teams responsible for legacy systems.

All of the above, requiring careful planning and consideration for potential complexities.

Big bang deployment with all features rolled out simultaneously.

Phased approach with incremental releases and controlled rollouts.

Pilot deployment with a limited user group for initial testing and feedback.

Continuous integration and continuous delivery (CI/CD) for rapid iterative updates.

Identifying new functionalities and features introduced during development.

Ensuring existing functionalities and integrations continue to function properly after updates.

Reducing manual testing efforts and streamlining the release process.

All of the above, offering comprehensive validation and optimizing release efficiency.

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.

Knowledge Base

Process Builder

Web Service API

OmniScript

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

Data Import Wizard

Process Builder

Apex Code

Partner Integrations

Messaging for Web and Einstein Bots

Web to Chat and Embedded Service

Messaging for Web and Embedded Service