Salesforce-Contact-Center Exam Practice Test Instant Access

Question 1

To comply with the "Eliminate duplicate email attachments" setting while processing PDFs in a high-volume email environment, the consultant should consider this approach:

Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation.

How should a consultant recommend UC configure this solution?

ASet up the organization's default business hours and create an escalation
rule where the case matches the criteria associated with different business
hours.

BCreate an Apex trigger that checks the default business hours and the
business hours on an escalation.

CSet up the organization's default business hours and set up another set of
business ho the second option

Answer : A

Universal Containers can configure their escalation process for cases outside of business hours by setting up the organization's default business hours and creating escalation rules that trigger based on those hours. This setup allows the system to automatically escalate cases to the appropriate team or individual when a customer issue arises after regular business hours, ensuring timely support even when the primary team is off duty.

Question 2

The required configurations for the client's requirements are:

Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time

active, and Business Hours added to the Embedded Deployment.

A consultant learns that their client receives thousands of emails a week to

the contact center, which contain many PDF files, In general, the email

communication back and forth with the customer is high. They do not want

to duplicate the PDFs every time a new email's received in the same email

thread.

When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.

How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?

AAttachments

BSalesforce Files

CCustom file storage solution

Answer : B

To comply with the 'Eliminate duplicate email attachments' setting in Email-to-Case, PDFs should be processed as Salesforce Files. Salesforce Files offers more advanced management capabilities, including deduplication, sharing, and security options compared to traditional attachments. This approach will prevent duplication of PDF files every time a new email is received in the same email thread, thereby optimizing storage and managing files more efficiently within the platform.

Question 3

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 4

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

Question 5

The consultant needs to specify the Inbound Flow Action in the channel

setting, in addition to selecting the flow, to use the Omni-Channel flow for

the Enhanced Bot.

During a workshop, management at a company explains that its contact

center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general

queue, where the agents pick up the case manually.

Management would like available agents to receive the cases automatically

so they do not pick cases. They also require that if the case cannot be

directed to the correct agent, there is a fallback option. The agent can be

assigned cases from different channels and would like this incorporated

into the routing model.

Which setting in Email-to-Case should a consultant recommend the

company utilize?

AFlow Settings

BCase Owner Settings

CTask Settings

Answer : B

In the scenario where management wants cases to be automatically assigned to agents without manual selection and includes a fallback mechanism, the consultant should recommend utilizing the 'Case Owner Settings' in the Email-to-Case configuration. This feature allows the system to automatically assign incoming cases based on predefined rules and ensures that if a specific agent isn't available, the case can be routed to a fallback queue or another available agent. This setting integrates seamlessly into the routing model, supporting different channels and ensuring efficient case handling.

Question 6

The correct steps for UC to create a service report with 50 object

references are

A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound conversations, which created a simple Omni-Channel flow for the bot

What does the consultant need to specify to use this flow in the channel setting other than selecting the flow?

AInbound Flow Action

BRoute Work Item

CFallback Queue

Answer : B

For the consultant who has cloned a standard bot to an Enhanced Bot for Universal Containers, specifying the 'Route Work Item' setting in the channel setup is necessary after selecting the flow. This setting is crucial as it defines how work items, such as service requests or customer interactions, are routed through Omni-Channel, ensuring that the Enhanced Bot's flow directs interactions appropriately to available agents or queues.

Question 7

The best dashboard in Service Analytics for UC's service report

requirement is Sidebar-By Customer.

Universal Containers (UC) has a requirement to create a service report that

contains 50 object references. Which steps should UC take to achieve this?

ACreate 10 service reports Select the objects Combine the service reports

BCreate a custom report type Select four object relationships Select adal
from extra objects

CCreate a Visualforce service report Create objects and fields the Vict into
the objects and fields in the report

Answer : B

To create a service report containing references to 50 objects, Universal Containers should follow these steps:

Create a custom report type: This allows for the definition of primary and related objects.

Select up to four object relationships: This structures the primary relationships needed for the report.

Add fields from additional related objects: This extends the report's scope to include up to 50 object references by pulling in fields from other relevant objects. This method provides a scalable approach to complex reporting needs within Salesforce.

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