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Free Salesforce-Contact-Center Exam Braindumps (page: 3)

Page 2 of 52
PDF with 207 Questions

The customer wants to prioritize cases based on customer loyalty and contract value.
Which functionality enables this?

  1. Case Classification
  2. Entitlements
  3. Case Escalation Rules
  4. Custom Apex Code

Answer(s): D

Explanation:

Custom Apex Code is the most flexible option for implementing sophisticated case prioritization logic that can consider multiple variables such as customer loyalty and contract value. Apex allows developers to write complex algorithms that assess various aspects of a customer profile and case details to assign priority levels.
Case Classification and Case Escalation Rules provide some level of prioritization but typically in a more limited scope.
Entitlements manage customer rights and service levels but do not inherently prioritize cases based on loyalty or value.
Custom Apex Code provides the necessary customization to tailor case prioritization according to specific business rules and criteria.
Developers can refer to Salesforce Apex Developer Guide for guidance on how to implement custom logic with Apex.



The customer desires seamless integration with their existing CRM system.
Which functionality bridges this gap?

  1. Data Import Wizard
  2. Partner Integrations
  3. Einstein Analytics
  4. Apex Code Development

Answer(s): B

Explanation:

Partner integrations in Salesforce Contact Center allow for seamless integration with existing CRM systems by leveraging pre-built connectors and integration apps available on Salesforce AppExchange. These partner solutions are specifically designed to integrate diverse systems with Salesforce, ensuring that data flows smoothly between Salesforce and other CRMs without needing custom development. This enables businesses to enhance their customer service capabilities by integrating their existing tools and databases into a unified Salesforce environment.


Reference:

https://appexchange.salesforce.com/



The customer needs advanced customization for specific workflows.
Which option provides flexibility?

  1. Out-of-the-box configuration
  2. Salesforce Flow
  3. Third-party development
  4. Custom Apex coding

Answer(s): B

Explanation:

Salesforce Flow provides the flexibility needed for advanced customization of specific workflows within the Salesforce environment. It allows admins and developers to automate complex business processes and create rich, guided user experiences. The tool offers a drag-and-drop interface to design customized workflows, which can handle various actions like data collection, records updates, and complex logic without the need for custom code.


Reference:

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



The customer wants to track agent performance and customer satisfaction.
Which functionality provides valuable insights?

  1. Field History Tracking
  2. Reports & Dashboards
  3. Einstein Discovery
  4. Process Builder

Answer(s): B

Explanation:

Reports and Dashboards in Salesforce provide comprehensive insights into agent performance and customer satisfaction. They enable organizations to create detailed reports and visualize data through customizable dashboards, which helps in monitoring key performance indicators (KPIs) and trends. This functionality supports decision-making by providing real-time data analysis, aiding in the improvement of agent performance and the enhancement of customer satisfaction levels.


Reference:

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






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