Free Salesforce Salesforce-Contact-Center Practice Exam with Questions & Answers | Set: 3

Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.

Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.

Training agents on using the social media listening tool to effectively engage with customers and address concerns.

All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.

Implement custom Apex code for routing and case management.

Configure multiple queues and leverage Omni-Channel Routing for dynamic agent availability.

Utilize a third-party call center solution integrated with Salesforce.

Increase agent resources without considering automation or process optimization.

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

Help Center

Customer Service

Customer Account Portal

Converting attachments to formats compatible with the new knowledge base system before the migration process.

Configuring the new platform to recognize and handle different file formats associated with migrated knowledge base articles.

Testing access and download functionality for attached files within the new platform after the migration is complete.

All of the above, contributing to seamless access and usability of knowledge base articles with corresponding attachments in the new system.

A Average response time, cost per call deflection rate, and employee

training time

Revenue growth, number of repeat customers, net promoter score, and employment

Average handling time, number of calls answered, customer satisfaction sure and employer training time

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.

Utilize Omni-Channel Routing to unify case routing and agent availability across channels.

Configure a Knowledge Base with searchable articles andFAQs for self-service options.

Implement the Customer Community for forum discussions and support ticket submission.

Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.

Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.

Create and assign a new Presence Status

The correct answer is Create and assign a new Presence Configuration.

Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.

Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.

Dialogflow and similar third-party chatbot platforms integrated with Salesforce.

All of the above, providing options for diverse bot functionalities and integration flexibility.