Salesforce-Contact-Center Exam Practice Test Instant Access

Question 1

I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.

Ursa Major Solar has implemented Service Cloud Voice. After using it for

several months, the customer service manager notices that agents rarely

create a note that summarizes what was discussed during a phone call.

This has made it difficult to get an overview of what happened on a case.

What should a consultant suggest to help resolve this challenge?

AA Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time

BSet up the After Conversation Work component so that an agent has time
to write a summary of the call before being assigned new inbound calls
again.

CInstruct agents to update their Presence Status to unavailable every time
they finish plane and put their status back to available' after wrapping up

Answer : B

To address the issue of agents not having enough time to create summaries after phone calls in Service Cloud Voice, the After Conversation Work (ACW) component should be implemented. ACW provides a designated period after each call where agents are not assigned new calls, allowing them to complete necessary follow-up tasks such as summarizing the call. This helps in ensuring that comprehensive notes are taken, which are crucial for maintaining a detailed history of customer interactions and for providing context in future engagements. By using ACW, agents can focus on quality documentation without the pressure of immediate new call assignments. Reference: https://help.salesforce.com/s/articleView?id=sf.voice_work.htm

Question 2

The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.

A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.

The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging

Which capability should a consultant recommend?

AThe Messaging for Agents guided flow in the Service Console

BQuick Texts for Messaging in the Service Console

CInteractive Messaging Components in the Service Connect

Answer : C

For enhancing the end-user experience with structured content in messaging channels, the consultant should recommend using Interactive Messaging Components in the Service Connect. This capability allows the deployment of rich, interactive content such as menus, lists, and cards within the messaging interface, providing a dynamic and engaging user experience. Interactive Messaging Components enable customers to interact with automated flows that can handle inquiries and transactions without needing live agent intervention, thereby ensuring consistency and speeding up service delivery. This feature is especially effective in Messaging for Web, In-App, and Enhanced Facebook messaging environments where interactive engagements can significantly enhance user satisfaction and operational efficiency. Reference: https://www.salesforce.com/products/service-cloud/features/

Question 3

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?

AA 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

BUse a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.

CAdd 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

Answer : A

To improve the response times for cases logged via the Contact Support form on Ursa Major Solar's Experience Cloud site, it is recommended to implement Case Assignment Rules. By using Case Assignment Rules to check for specific keywords in the subject or description fields, cases can be automatically assigned to the appropriate specialist queue based on the detected keywords. This targeted assignment ensures that cases are handled by the most suitable department from the outset, reducing the need for transfers and thereby improving response times. This approach leverages Salesforce's built-in functionality to efficiently route cases based on content, which can be set up and maintained with minimal technical overhead. Reference: https://help.salesforce.com/

Question 4

The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system to Salesforce.

A consultant has noticed that agents always open the contact record first

when they are routed a new Email-to-Case before they do anything else

What should the consultant set up to make this more efficient for agents?

AEdit the Case page layout to embed the Contact Details component on the Case page Pop action

BEdit the Navigation rules for the app that the agents use to set Case as a subtab of Contact

CCreate an Omni-Channel flow that adds Contact as the focused record using the Configure Screen

Answer : B

To make the process more efficient for agents who routinely access contact records first when routed a new Email-to-Case, the consultant should edit the navigation rules for the app that the agents use to set Case as a subtab of Contact. This adjustment optimizes the user interface by ensuring that when a case is opened, the associated contact record automatically appears as a subtab. This setup reduces the number of clicks needed to access relevant contact details, streamlining the workflow and saving time for agents. This method leverages the Salesforce Lightning Experience's capability to configure tab settings and navigation rules, enhancing the user experience and efficiency.

Question 5

The most suitable Service Cloud Voice feature for Ursa Major Solar to

protect customer information during phone interactions is:

Pause/Resume Call Recording

A client requires that their Messaging for Web customers are able to see

wait times when starting an interaction. They also want to allow a banner to

inform customers that chats are unavailable outside of business hours.

What are some of the required configurations in this solution?

ABusiness Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow

BBusiness Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active and Business Hours added to the Embedded Deployment

CEstimated Wait Time activated, Event Flow routing Business Hours set,
and Lite Shoe class in the Pre-Chat form

Answer : B

To enhance the customer experience for Messaging for Web, several configurations are needed:

Business Hours: Must be active to inform customers about service availability during specific hours.

Omni-Channel Queue or Flow: Required for managing and routing customer interactions.

Estimated Wait Time: Should be activated to display expected wait times to customers, helping manage their expectations.

Business Hours added to the Embedded Deployment: Ensures that the chat functionality reflects the correct availability times and conditions outside business hours.

This combination of settings ensures that customers receive accurate information about wait times and service availability, enhancing transparency and customer satisfaction. Reference: Salesforce Omni-Channel Management

Question 6

The desired process of reassigning cases to a higher support tier when SLA

timelines are breached.

Ursa Major Solar needs to protect customers' private information, such as

social sty numbers, during phone interactions.

Which Service Cloud Voice feature should a consultant recommend to

accomplish this?

AHierarchical Sharing Settings on Calls

BCollaboration on Call Recordings

CPause/Resume Call Recording

Answer : C

To protect customers' private information during phone interactions, especially for sensitive data like social security numbers, the Service Cloud Voice feature to recommend is Pause/Resume Call Recording. This feature allows agents to pause the recording when sensitive information is being discussed and resume it afterwards, ensuring compliance with privacy regulations and safeguarding customer data. Reference: Salesforce Service Cloud Voice Features

Question 7

The consultant should recommend the company utilize Flow Settings in

Email-to-Case to meet their requirements.

A customer service manager wants to implement a process where a case

gets reassigned to a higher support tier if it is not resolved within a given

service-level agreement (SLA) timeline.

Which solution should a consultant propose to set this process up?

ACreate an Escalation Rule Entry and configure it so that cases get an
escalated status of the case is still open after passing SLA times.

BCreate 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.

CThe consultant should propose creating an Escalation Rule Entry to set up

Answer : C

For managing cases based on service-level agreements (SLAs) where a case needs to be reassigned to a higher support tier if not resolved within the specified time, the appropriate solution is to use Escalation Rules. Escalation Rules in Salesforce allow you to automatically escalate cases based on criteria such as case age, ensuring that SLA timelines are adhered to. The rule can be set to change the assignment of the case to a higher tier support group or individual when the case remains open past the SLA threshold. Reference: Salesforce Escalation Rules

Salesforce Contact Center Accredited Professional Exam Practice Test