Question # 1
| Validating case management functionality involves assessing data capture accuracy. Which tool assists with this? | | A. Case History related list displaying all updates and changes made to a specific case record. | | B. Reporting tools showing trends and patterns in case data entry and field values. | | C. Data Quality Rules automatically highlighting inconsistencies and missing information in case fields. | | D. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues. |
D. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.
Explanation:
Reference: [Reference: Salesforce Data Quality Tools, , ]
Question # 2
| While the stakeholders might not be familiar with the term "Continuous Integration," outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily convince them of its value for the Contact Center project. Here are some specific points to highlight Ursa Major Solar wants a consultant to design a solution that will blow its customers take detailed questions about a product's functionality. The customer should be able subject-matter experts and interact with IT support
through available channels in real time.
Which feature should the consultant use to accomplish this? | | A. Mass Email | | B. Experience Site | | C. Public Groups |
B. Experience Site
Explanation:
Reference: [Reference: https://help.salesforce.com/s/articleView?id=sf.networks_overview.htm, ]
Question # 3
| You‘re preparing data migration for knowledge base articles with associated attachments. Which step helps ensure file compatibility and accessibility within the new platform? | | A. Converting attachments to formats compatible with the new knowledge base system before the migration process. | | B. Configuring the new platform to recognize and handle different file formats associated with migrated knowledge base articles. | | C. Testing access and download functionality for attached files within the new platform after the migration is complete. | | D. All of the above, contributing to seamless access and usability of knowledge base articles with corresponding attachments in the new system. |
D. All of the above, contributing to seamless access and usability of knowledge base articles with corresponding attachments in the new system.
Explanation:
Reference: [Reference: Salesforce Knowledge Management, ]
Question # 4
| You need to validate automated case escalation. Which tool helps monitor and assess this process? | | A. Monitoring Escalation History related list within case records to track escalation triggers and actions taken. | | B. Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons. | | C. Supervisor Console providing insights into case status, queue information, and escalation triggers. | | D. All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments. |
D. All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.
Explanation:
Monitoring and validating automated case escalation effectively involves using multiple tools that offer various insights into the process:A. Monitoring Escalation History related list within case records helps track escalation triggers and actions, providing a direct audit trail for each case.B. Utilizing reporting tools to analyze trends in case escalation provides insights into frequency, reasons, and potential areas for process improvement.C. Supervisor Console offers real-time insights into case statuses, including escalations, enabling supervisors to oversee and adjust processes as needed.Combining these tools provides a holistic view of case escalation effectiveness and helps in identifying and implementing necessary adjustments.
References: https://help.salesforce.com/articleView?id=custom_reports_dashboards.htm
Question # 5
| To validate email deliverability, you need to test spam filters and blacklists. Which tool helps with this process? | | A. Email testing services like Mail Tester and GlockApps for analyzing email content and predicting spam filter activation. | | B. Monitoring email logs and delivery reports within Salesforce for identifying blocked or bounced emails. | | C. Configuring SPF, DKIM, and DMARC authentication protocols to improve email deliverability reputation. |
A. Email testing services like Mail Tester and GlockApps for analyzing email content and predicting spam filter activation.
Explanation:
To validate email deliverability, especially in terms of avoiding spam filters and blacklists, using email testing services is highly effective: A. Email testing services like Mail Tester and GlockApps analyze email content, simulate sending to major email providers, and report on elements that could trigger spam filters. These services provide actionable insights that can help in adjusting email content and settings to improve deliverability.
While B and C are valuable for overall email deliverability management, they do not specifically provide testing or simulation of spam filter activation, which is crucial for proactive deliverability testing.
For more on improving email deliverability with Salesforce, including the use of testing tools, you can visit:https://developer.salesforce.com/
Question # 6
| Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this? | A. Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.
| B. Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.
| C. Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.
| D. All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.
|
D. All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.
Explanation:
Continuous improvement in a Contact Center can be supported by leveraging a combination of Salesforce's pre-built reports and dashboards for tracking key metrics, utilizing Einstein Analytics for deeper insights and predictive capabilities, and gathering direct feedback from agents. This comprehensive approach allows organizations to identify areas for improvement based on quantitative data and qualitative feedback, facilitating proactive problem-solving and ensuring ongoing optimization of contact center operations.
References: https://help.salesforce.com/articleView?id=bi_introducing_einstein_analytics.htm
Question # 7
| Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control? | | A. Configuring data encryption for transferred information and user access with multi-factor authentication. | | B. Conducting pre-migration security audits and vulnerability assessments of both platforms. | | C. Establishing clear data ownership and access rights for users across the old and new platforms. | | D. All of the above, contributing to a secure and controlled migration process with robust data protection. |
D. All of the above, contributing to a secure and controlled migration process with robust data protection.
Explanation:
Reference: [Reference: Salesforce Security Best Practices, , ]
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