Salesforce Contact Center Exam Practice Test Instant Access

Question 1

While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:

Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.

For which channels can UMS implement this?

ASMS Messaging

BFacebook Messenger

CMessaging for In-App

Answer : A, B, C

Ursa Major Solar can implement customer push notifications across various channels including SMS Messaging, Facebook Messenger, and Messaging for In-App as part of their Customer Engagement upgrade project. These channels are supported by Salesforce's marketing and engagement tools, allowing for the delivery of timely and relevant notifications directly to customers' devices. Utilizing these channels for push notifications can enhance customer engagement by providing updates, promotions, and alerts that encourage interaction and improve customer experience. Reference: https://www.salesforce.com/products/marketing-cloud/best-practices/push-notification-strategy/

Question 2

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.

Question 3

Universal Containers (UC) has a service report requirement to provide a

snapshot of customers, including the service products they are using, case

reason, and priority,

Which dashboard in Service Analytics should UC use? Sidebar-By

ACustomer

BOpen Cases

CAccount Profile

Answer : C

For Universal Containers, the 'Account Profile' dashboard in Service Analytics is the most suitable choice. This dashboard provides a comprehensive snapshot of customers, including details on the service products they are using, case reasons, and priority. It is specifically designed to consolidate customer-related information, making it an ideal solution for UC's reporting needs.

Question 4

Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a

challenge for some of the new hire agents.

What should an administrator add in Omni-Channel settings to allow

ramp-up time for UMS's junior agents to handle only two chat requests at a

time?

ACreate and assign a new Presence Configuration. Create and apply a new

BRouting Configuration.

CCreate and assign a new Presence Status

Answer : C

To provide ramp-up time for junior agents handling fewer chat requests at a time, an administrator should create and assign a new Presence Status. This status would specifically allow junior agents to handle only two chat requests simultaneously, compared to the standard three. This setting tailors the workload according to the agent's capability, ensuring they are not overwhelmed, which helps in their gradual adaptation to the expected work pace.

Question 5

The correct answer is Provision a long code phone number at least 2weeks before go-live.

Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.

What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?

ACreate and assign a new Presence Configuration. Create and apply a new Routing Configuration.

BCreate and assign a new Presence Status

CThe correct answer is Create and assign a new Presence Configuration.

Answer : A

To support new hire agents who struggle with handling multiple chat requests, configuring Omni-Channel settings to limit the number of concurrent chats is crucial. By creating and assigning a new Presence Configuration that limits junior agents to handling only two chat requests at a time, administrators can effectively manage agent workload. This configuration allows the organization to tailor chat capacity to individual agent capabilities, improving both performance and job satisfaction. 'A. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration' is therefore the correct approach to provide ramp-up time for junior agents. Reference: Salesforce Omni-Channel Settings

Question 6

Universal Containers plans on notifying its customers with an automated

outbound SMS message every time a package gets shipped out and when

it arrives.

How should an administrator provision the phone number to support this

functionality?

AProvision a short code phone number at least 8 weeks before golive

BProvision a toll free phone number at least 8 weeks before golive

CProvision a long code phone number on least 2 weeks before golive

Answer : C

For notifying customers with automated outbound SMS messages, provisioning a phone number well in advance is essential. A long code phone number, which is typically a regular 10-digit phone number, is suitable for such notifications and generally requires at least 2 weeks to provision. This allows sufficient time for setup and testing before going live. Therefore, 'C. Provision a long code phone number at least 2 weeks before golive' is the correct step for supporting this functionality effectively. Reference: Salesforce SMS Implementation Guide

Question 7

Ursa Major Solar has recently completed testing of its upgrade to

Enhanced Digital Engagement channels. A consultant needs to now move

the WhatsApp number on the testing sandbox to production.

How should the consultant accomplish this?

AEnter the existing number when creating the channel in production

BRequest a new number for the production org

CLog a case with Salesforce Customer Support

Answer : C

Moving a WhatsApp number used in a testing sandbox to production typically requires involvement from Salesforce Customer Support. Unlike some other configurations that can simply be recreated or entered directly in the production environment, transferring such digital engagement channels like WhatsApp often involves specific considerations, such as compliance with the WhatsApp API terms and configurations that may not be directly controllable by the administrator. Therefore, 'C. Log a case with Salesforce Customer Support' is the appropriate step to ensure the WhatsApp number is correctly and effectively moved to production. Reference: Salesforce Digital Engagement Guide

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