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 (page: 7)

Page 6 of 52
PDF with 207 Questions

Your customer wants to improve agent productivity.
Which future functionality could be most impactful?

  1. Implement knowledge base suggestions and AI-powered case deflection tools.
  2. Develop automated workflows for repetitive tasks and case escalations.
  3. Integrate self-service options and chatbots for simple customer inquiries.
  4. All of the above, empowering agents with streamlined tools and automated processes.

Answer(s): D

Explanation:

To improve agent productivity, combining knowledge base suggestions, AI-powered case deflection tools, automated workflows, and self-service options with chatbots provides a comprehensive approach. Each of these elements plays a crucial role in streamlining operations and reducing agent workload by automating routine tasks, providing quick access to information, and managing customer inquiries more efficiently. Therefore, option "D. All of the above, empowering agents with streamlined tools and automated processes" is the most impactful, as it leverages multiple technologies to enhance productivity comprehensively.


Reference:

Salesforce Service Cloud Features



The marketing team wants to track the impact of social media campaigns on Contact Center volume.
How can you measure this?

  1. Monitor case mentions of specific campaign keywords and track resolution times.
  2. Integrate social media platform data with Salesforce for customer journey analysis.
  3. Analyze call origin information and identify calls originating from social media campaigns.
  4. Deploy sentiment analysis on customer interactions to gauge campaign reception.

Answer(s): B

Explanation:

Integrating social media platform data with Salesforce allows for a comprehensive analysis of the customer journey, including the impact of social media campaigns on Contact Center volume. This approach enables tracking specific interactions related to campaigns and assessing their influence on customer inquiries and case volumes. Thus, "B. Integrate social media platform data with Salesforce for customer journey analysis" provides a strategic method to correlate social media activities with changes in contact center metrics.


Reference:

Salesforce Social Studio



Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?

  1. Develop custom dashboards for detailed agent performance analysis and identify areas for improvement.
  2. Implement automated case categorization and routing to optimize agent utilization.
  3. Offer self-service options and chatbots to deflect simple inquiries and reduce call volume.
  4. All of the above, promoting operational efficiency and minimizing unnecessary resource usage.

Answer(s): D

Explanation:

Future functionalities that contribute to cost reduction encompass developing custom dashboards for agent performance analysis, automating case categorization and routing, and offering self-service options along with chatbots. These strategies collectively enhance operational efficiency and reduce costs by optimizing resource utilization and deflecting routine inquiries, allowing agents to focus on more complex issues. Therefore, option "D. All of the above, promoting operational efficiency and minimizing unnecessary resource usage" encapsulates a holistic approach to reducing costs through technology.


Reference:

Salesforce Automation with AI



The IT team wants to integrate Salesforce with their existing CRM system.
Which future functionality would facilitate this?

  1. Utilize standard Salesforce connectors and APIs for seamless data exchange.
  2. Develop custom Apex code to synchronize data between the two systems.
  3. Implement point-to-point integrations with unique data mappings for each field.
  4. Migrate all Contact Center data into the existing CRM system to avoid integration complexity.

Answer(s): A

Explanation:

Utilizing standard Salesforce connectors and APIs is the most effective and straightforward method for integrating Salesforce with existing CRM systems. These tools are designed to facilitate seamless data exchange and ensure data integrity between Salesforce and other platforms. This eliminates the need for extensive custom coding and simplifies maintenance. Therefore, "A. Utilize standard Salesforce connectors and APIs for seamless data exchange" is the recommended approach for such integrations.


Reference:

Salesforce Integration






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

Salesforce-Contact-Center Discussions & Posts