CompTIA
Checkpoint
ISC
HP
Dell
EC-Council
EXIN
Fortinet
ITIL®
Juniper
PMI
Microsoft
VMware
Avaya
Google
Salesforce
Amazon
Palo Alto Networks
Certiport
ISC2
All Vendors
  2. Home
  3. Exams
  4. Salesforce
  5. Salesforce-Contact-Center

Free Salesforce-Contact-Center Exam Braindumps

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

  1. Workflow Rules
  2. Entitlements
  3. Field History Tracking
  4. Queues

Answer(s): A

Explanation:

Workflow Rules in Salesforce can automate repetitive case escalation processes effectively. By setting up rules based on specific criteria, these workflows automatically escalate cases to the right team or individual when predefined conditions are met. This feature helps streamline case management processes, reduces manual intervention, and ensures timely response to critical issues, thereby improving overall efficiency in handling customer cases.


Reference:

https://help.salesforce.com/articleView?id=workflow_rules.htm



The customer wants detailed reports on agent performance and customer satisfaction.
Which Salesforce tool provides this?

  1. Analytics Cloud
  2. Reports & Dashboards
  3. Einstein Bots
  4. Einstein Discovery

Answer(s): B

Explanation:

Salesforce's Reports & Dashboards tool is specifically designed to provide detailed analytics on various operational metrics, including agent performance and customer satisfaction. This tool allows organizations to create customized reports and dashboards that visualize data effectively, helping managers monitor and analyze performance trends and make informed decisions based on real-time data.


Reference:

https://help.salesforce.com/articleView?id=reports_dashboards_overview.htm



The customer lacks advanced AI capabilities for case deflection.
Which AppExchange solution could be a good fit?

  1. LiveChat
  2. Einstein Bots
  3. Salesforce Flow
  4. DocuSign

Answer(s): B

Explanation:

Einstein Bots, available on the Salesforce AppExchange, are an excellent solution for organizations lacking advanced AI capabilities for case deflection. These bots use artificial intelligence to automate responses to common customer inquiries and can be integrated seamlessly into Salesforce systems. They help deflect routine cases by providing immediate answers to customers, reducing the load on human agents and improving overall efficiency.


Reference:

https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EcsZ0UAJ



The customer needs real-time sentiment analysis during calls.
Which third-party integration could be beneficial?

  1. Zoom
  2. Genesys Cloud CX
  3. Google Cloud AI
  4. Zendesk

Answer(s): C

Explanation:

Google Cloud AI offers powerful tools for real-time sentiment analysis during calls, making it a beneficial third-party integration for Salesforce Contact Centers. By integrating Google Cloud AI, organizations can analyze voice interactions in real-time to detect customer sentiment, helping agents understand and react to customer emotions and concerns more effectively during the conversation. This integration can enhance customer service by providing deeper insights into customer needs and improving response strategies.


Reference:

https://cloud.google.com/solutions/contact-center






Post your Comments and Discuss Salesforce Salesforce-Contact-Center exam with other Community members:

Salesforce-Contact-Center Discussions & Posts