Free PDF Quiz 2025 Salesforce Reliable Latest Salesforce-Contact-Center Test Notes

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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Topic	Details
Topic 1	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
Topic 2	Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.
Topic 3	Implement: This section deals with setting up the fundamental Contact Center functionalities and features. Following this, in alignment with the complete design, configure and authenticate the email functionality, ensuring its seamless operation. Similarly, based on specific scenarios, configure and verify the functionality of voice services.
Topic 4	Design: Deals with the Contact Center functionalities with the stipulated requirements. Subsequently, when presented with business requirements, devise scalable and maintainable solutions for the Contact Center, adhering to standard data models.

>> Latest Salesforce-Contact-Center Test Notes <<

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Salesforce Contact Center Accredited Professional Sample Questions (Q32-Q37):

NEW QUESTION # 32
You need to integrate external systems for additional data enrichment within cases. Which tool facilitates this?

A. Flow Builder with pre-built connectors and actions for integration with various external data sources.
B. All of the above, providing options for integrating external data sources and enriching case information for informed decision-making.
C. Salesforce Connect for establishing secure and centralized connectivity with a broader range of external systems.
D. Apex code development for custom integrations with specific external systems and data retrieval.

Answer: B

Explanation:
Integrating external systems for data enrichment within cases can be accomplished through several tools within Salesforce. Apex code allows for customized integrations tailored to specific external systems. Flow Builder supports seamless integration with its pre-built connectors. Salesforce Connect provides robust connectivity to a wide array of external data sources. Therefore, "D. All of the above, providing options for integrating external data sources and enriching case information for informed decision-making" is the correct answer, offering multiple avenues to achieve comprehensive data integration.
Reference: Salesforce Integration Capabilities

NEW QUESTION # 33
Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?

A. Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.
B. Process Builder sequences defining IVR menus and routing options based on caller selections.
C. All of the above, depending on the complexity of the desired IVR functionalities.
D. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.

Answer: D

Explanation:
Flow Builder is best suited for designing and configuring IVR (Interactive Voice Response) systems due to its visual drag-and-drop interface. This tool allows for easy creation of complex IVR menus and routing options based on caller selections, facilitating effective call deflection and ensuring callers can resolve their inquiries without needing direct agent interaction.

NEW QUESTION # 34
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.

A. Assign Read All data access to all voice agents
B. Build Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed
C. Update the organization-wide sharing setting for use Presence to Public Read City

Answer: B

Explanation:
For Ursa Major Solar, after hiring many new agents to handle increased call volumes, the most effective strategy is to build an Omni-Channel routing flow and include all senior agents in the direct-to-agent routing protocol. This approach ensures that experienced agents are prioritized for more complex calls, helping to maintain high quality of service during peak periods. Omni-Channel routing efficiently distributes incoming calls based on agent expertise, availability, and workload, which helps to manage the increased volume without compromising service quality.

NEW QUESTION # 35
The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?

A. Number of Knowledge Base Articles Viewed
B. Case Volume Deflection Rate
C. Customer Effort Score (CES)
D. Web Chat Engagement Rate

Answer: B

Explanation:
The Case Volume Deflection Rate is the key performance indicator that would effectively measure the success of increasing online self-service adoption. This KPI calculates the percentage of potential cases that are deflected through self-service channels such as FAQs, knowledge base articles, and automated chatbots, indicating how well these tools are serving customers' needs without requiring direct agent involvement. It is an effective measure of self-service adoption and efficiency.

NEW QUESTION # 36
Your design includes integrating WhatsApp Business for customer communication. Which tool facilitates this?

A. Flow Builder with pre-built templates for configuring messaging channel interactions and automation.
B. Salesforce Social Studio with connectors for managing various social media and messaging platforms.
C. Omni-Channel routing rules directing incoming WhatsApp messages to appropriate agents based on content and skills.
D. Custom Apex code developed to connect Salesforce with the WhatsApp Business API.

Answer: D

Explanation:
Integrating WhatsApp Business for customer communication in Salesforce typically requires custom Apex code development. This approach involves programming Apex to interact with the WhatsApp Business API, facilitating seamless data exchange and communication management. Custom code allows for tailored workflows and integrations that align precisely with business requirements, ensuring efficient and effective customer interactions through WhatsApp.

NEW QUESTION # 37
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Free PDF Quiz 2025 Salesforce Reliable Latest Salesforce-Contact-Center Test Notes

Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Pass4sure Salesforce-Contact-Center Exam Prep, Salesforce-Contact-Center Actual Test Pdf

Salesforce Contact Center Accredited Professional Sample Questions (Q32-Q37):

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