Online Access Free Salesforce-Contact-Center Exam Questions

The reason why the work that was already in the queue is not being pushed to agents is:
The " Apply to existing records in queue " option was not selected.
At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer ' s question and the provided answer What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?

• A.Use Quick Text to allow agents to create personal Quick Texts for answers they alternate
• B.Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions
• C.A Use Slack to allow agents to share best practices in responding to customer questions

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

• A.Salesforce Knowledge articles with categorization and tagging for easy customer search.
• B.Einstein Search for intelligent article recommendations based on customer keywords and context.
• C.Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.
• D.All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.

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

• A.Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.
• B.Salesforce Reporting tools for generating detailed reports and data analysis.
• C.Einstein Analytics with customizable dashboards and visual data storytelling capabilities.
• D.All of the above, depending on the desired level of detail, visual representation, and data access.

The customer wants to measure the effectiveness of self-service options. Which metrics would be most relevant?

• A.Track the number of cases deflected by self-service compared to the total case volume.
• B.All of the above, providing a comprehensive view of self-service effectiveness and user experience.
• C.Monitor customer satisfaction surveys completed after using self-service options.
• D.Analyze average resolution times for cases initiated through self-service versus traditional channels.

Your design specifies dynamic greetings in email templates based on customer data. Which Salesforce feature enables this personalization?

• A.Merge fields in email templates linked to specific object fields containing customer information.
• B.Process Builder sequences dynamically updating and inserting personalized data into email content.
• C.Einstein Content Recommendations suggesting relevant templates and content based on customer data.
• D.Custom Apex code to programmatically insert customer data into email templates.