Free Salesforce Salesforce-Contact-Center Practice Exam with Questions & Answers | Set: 2

Establishing a support channel for reporting issues and troubleshooting technical problems.

Providing regular system updates and patches to address bugs and improve performance.

Conducting periodic user training sessions to familiarize users with new features and updates.

Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.

Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.

Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.

All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.

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.

Salesforce Inbox previewing emails on desktop and mobile versions.

Developer tools in web browsers for inspecting email rendering on various devices.

Sending test emails to personal accounts with different devices and platforms.

Utilizing Email Preview tool in Salesforce Marketing Cloud for cross-device rendering checks.

Mass Email

Experience Site

Public Groups

Reviewing report builder configurations and data source connections to ensure alignment with defined reporting requirements.

Analyzing system logs and report execution history to identify any errors or missing data within generated reports.

All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.

All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.

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.

Average Handle Time

Average Wait Time

First Call Resolution(correct)

Facebook Messenger

Messaging for Wed

SMS

Number of Escalated Cases

Agent Average AHT

First Contact Resolution (FCR) Rate

Customer Effort Score (CES)