Online Access Free Salesforce-Contact-Center Practice Test

A project sponsor has informed a consultant that customer satisfaction is their top..
Which Contact Center metric should the consultant prioritize improving?

• A.Average Handle Time
• B.Average Wait Time
• C.First Call Resolution(correct)

Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?

• A.Omni-Channel Routing
• B.Service Cloud Einstein
• C.Case Management
• D.Customer Community

The customer aims to automate repetitive case escalation processes. Which feature can streamline this?

• A.Queues
• B.Workflow Rules
• C.Entitlements
• D.Field History Tracking

Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?

• A.All of the above, working together for dynamic case assignment and escalation based on context and priority.
• B.Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
• C.Case Assignment Rules defining criteria for routing cases to specific queues or agents.
• D.Process Builder sequences triggering automated case creation and assignment based on data triggers.

The consultant should set up " Edit the Case page layout to embed the Contact Details component on the Case page. " This is the most efficient approach to streamline the agents ' workflow and eliminate unnecessary navigation.
Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can be answered.
Which changes to the Contact Support form process should a consultant suggest to improve the response times?

• A.Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.
• B.A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword
• C.Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each