Question # 1
| Your design outlines automated case escalation based on criteria. Which tool facilitates rule-based escalation? | | A. Custom Apex code defining escalation logic and actions. | | B. Escalation Rules with conditions based on case priority, time to resolution, and other metrics. | | C. Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria. | | D. Both (b) and (c), offering flexible options for automated case escalation based on rules. |
D. Both (b) and (c), offering flexible options for automated case escalation based on rules.
Explanation:
Automated case escalation is effectively managed using both Escalation Rules and Workflow Rules: B. Escalation Rules enable automatic case escalation based on criteria like case priority and time to resolution. C. Workflow Rules can be used to trigger additional actions, such as notifications to supervisors, when specific escalation criteria are met.
These tools work in concert to ensure timely responses to critical cases and maintain service levels.
Question # 2
| Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations. | | A. Reviewing report builder configurations and data source connections to ensure alignment with defined reporting requirements. | | B. Analyzing system logs and report execution history to identify any errors or missing data within generated reports. | | C. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system. | | D. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system. |
D. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.
Question # 3
| You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity? | | A. Ignoring minor inconsistencies to avoid delaying the migration timeline. | | B. Implementing data cleansing scripts or manual data correction within Salesforce. | | C. Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors. | | D. All of the above, depending on the severity and impact of the data inconsistencies encountered. |
C. Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors.
Question # 4
| You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility? | | A. Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios. | | B. Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow. | | C. Dialogflow and similar third-party chatbot platforms integrated with Salesforce. | | D. All of the above, providing options for diverse bot functionalities and integration flexibility. |
D. All of the above, providing options for diverse bot functionalities and integration flexibility.
Question # 5
To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:
1. Omni-Channel Flow:
● This is the primary type used to route the conversation from the bot to the queue.
● The consultant can build a flow with a specific action to "Route Work Item."
● This action allows you to specify the target queue where the conversation will be directed.
2. Dialog: (Optional)
● While not required for basic transfers, dialogs can be used to
enhance the user experience during the transfer process.
● For example, the consultant can create a dialog that informs the
customer about the need to transfer the conversation to a live agent
and provides estimated wait times.
● Additionally, the dialog can collect any necessary information from the
customer before transferring the case to the queue.
A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.
Which tool should the consultant use?
| | A. Data Import Wizard | | B. Salesforce REST API | | C. Data Loader |
C. Data Loader
Explanation:
For migrating 100,000 historic cases from a legacy system to Salesforce, the consultant should use the Data Loader. Salesforce Data Loader is designed for bulk data operations and is the optimal tool for handling large-scale data migrations, such as 100,000 records or more. It provides the ability to insert, update, delete, or export Salesforce records. When importing data, Data Loader reads, extracts, and loads data from CSV files or from a database connection. For large data volumes, Data Loader is more efficient and robust than the Data Import Wizard, which is typically recommended for loading fewer than 50,000 records. The Data Loader also supports automated batch processing, making it suitable for migrating large datasets from legacy systems.
Reference: [Reference: Using Data Loader in Salesforce, , ]
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
| The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized? | | A. Field-Level Security | | B. Omni-Channel Routing | | C. Einstein Analytics | | D. Knowledge Base |
A. Field-Level Security
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