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Free Salesforce-Contact-Center Exam Braindumps (page: 4)

Page 3 of 52
PDF with 207 Questions

Your customer expects high call volume during peak hours.
Which solution best ensures contact center scalability?

  1. Implement custom Apex code for routing and case management.
  2. Configure multiple queues and leverage Omni-Channel Routing for dynamic agent availability.
  3. Utilize a third-party call center solution integrated with Salesforce.
  4. Increase agent resources without considering automation or process optimization.

Answer(s): B

Explanation:

Configuring multiple queues and leveraging Omni-Channel Routing ensures scalability and efficiency, especially during peak hours in a contact center. Omni-Channel Routing automatically distributes incoming work to agents based on availability and skill set, allowing for dynamic management of high call volumes. This solution supports the scalability of the contact center by optimizing the allocation of resources and reducing wait times for customers.


Reference:

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



The customer wants automated case escalation based on specific criteri

  1. Which data model element plays a key role?
  2. Custom fields capturing escalation triggers like priority or SLA breaches.
  3. Workflow Rules configured with escalation steps and case field conditions.
  4. Process Builder sequences defining escalation actions and notifications.
  5. Entitlements specifying service level agreements and associated escalation rules.

Answer(s): D

Explanation:

In Salesforce, Entitlements are crucial for managing service level agreements (SLAs) and the associated rules, including escalation policies. Entitlements allow organizations to define and enforce service levels through milestones that can trigger escalations if cases are at risk of breaching service commitments. This functionality is essential for automated case escalation based on specific criteria such as response times or resolution deadlines, which makes "D. Entitlements specifying service level agreements and associated escalation rules" the correct answer.


Reference:

Salesforce Documentation on Entitlements



The customer needs flexibility for future modifications to workflows and processes.
Which design approach promotes maintainability?

  1. Develop complex custom code for every functionality to achieve specific needs.
  2. Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation.
  3. Utilize external applications and extensive third-party integrations for various functionalities.
  4. Design rigid workflows with limited room for future adjustments or customizations.

Answer(s): B

Explanation:

Salesforce promotes using standard features for flexibility and ease of maintenance. Using tools like Process Builder and Flow allows businesses to visually create, understand, and modify workflows without the need for complex code. This approach supports maintainability as modifications can be made easily by administrative staff rather than requiring developer intervention each time, which aligns with option "B. Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation."


Reference:

Salesforce Documentation on Process Builder



The customer wants to track metrics across different case types and channels.
Which reporting element helps with data standardization and analysis?

  1. Develop custom reports with unique data models for each case type and channel.
  2. Utilize standard case fields and reporting tools to categorize and analyze data across the board.
  3. Implement separate dashboards for each channel and case type with customized metrics.
  4. Employ third-party analytics tools with independent data structures and visualizations.

Answer(s): B

Explanation:

Standardizing data across different case types and channels can be efficiently managed using Salesforce's built-in case fields and reporting tools. This allows for consistent categorization and analysis of data, enhancing the ability to track and compare metrics seamlessly across the organization. Option "B. Utilize standard case fields and reporting tools to categorize and analyze data across the board" best fits this need, as it utilizes the robust native functionalities of Salesforce for comprehensive data analysis and reporting.


Reference:

Salesforce Documentation on Reports and Dashboards






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