Free Salesforce Salesforce-Contact-Center Practice Exam with Questions & Answers

You need to validate web form functionality. Which method provides the most direct test?

You need to validate bot security and data privacy compliance. Which tool helps with this?

Validating email functionality involves testing delivery and content accuracy. Which tool helps with email address verification?

The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.

A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.

The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging

Which capability should a consultant recommend?

Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.

How should a consultant implement these requirements?

Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.

Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value

Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in

Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.

Which recommendation should the consultant make to improve this?

The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?

The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?

Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?

The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

The correct steps for UC to create a service report with 50 object

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A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound conversations, which created a simple Omni-Channel flow for the bot

What does the consultant need to specify to use this flow in the channel setting other than selecting the flow?