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: 8)

Page 7 of 52
PDF with 207 Questions

Your customer wants to personalize customer interactions based on past purchase history. How can you leverage future functionality?

  1. Introduce pre-built Knowledge Base articles recommending relevant products based on purchase history.
  2. Integrate with the CRM system to access customer data and personalize case handling approaches.
  3. Utilize AI-powered case deflection tools to suggest personalized offers and upsell opportunities.
  4. Implement dynamic routing based on purchase history to connect customers with appropriate agents.

Answer(s): B

Explanation:

Integrating with the CRM system to access detailed customer data allows for the personalization of customer interactions based on past purchase history. This integration enables contact center agents to view customer profiles, previous interactions, and purchase history directly within their workflow, allowing them to tailor their communication and recommendations based on individual customer needs and preferences. This approach enhances customer satisfaction by making interactions more relevant and engaging.


Reference:

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



The legal team emphasizes data security and compliance. How can future functionality address this?

  1. Implement field-level security to restrict access to sensitive data based on user roles and permissions.
  2. Encrypt customer data at rest and in transit to protect against unauthorized access.
  3. Conduct regular security audits and vulnerability assessments to identify potential risks.
  4. All of the above, combined for a comprehensive approach to data security and compliance.

Answer(s): D

Explanation:

Implementing a combination of field-level security, encryption, and regular security audits addresses the concerns of data security and compliance comprehensively. Field-level security ensures that sensitive data is accessible only to authorized users based on their roles. Encryption of data at rest and in transit protects it from unauthorized access or breaches. Regular security audits and vulnerability assessments help in identifying and mitigating potential risks, ensuring that the system remains secure and compliant with legal requirements.


Reference:

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



The customer wants to measure the effectiveness of self-service options.
Which metrics would be most relevant?

  1. Track the number of cases deflected by self-service compared to the total case volume.
  2. Monitor customer satisfaction surveys completed after using self-service options.
  3. Analyze average resolution times for cases initiated through self-service versus traditional channels.
  4. All of the above, providing a comprehensive view of self-service effectiveness and user experience.

Answer(s): D

Explanation:

Measuring the effectiveness of self-service options effectively involves tracking multiple metrics: the number of cases deflected by self-service tools, customer satisfaction ratings after using these options, and comparing resolution times between self-service and traditional support channels. This combination of metrics provides a holistic view of how well self-service options are meeting customer needs and where improvements might be necessary to enhance efficiency and user satisfaction.


Reference:

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



Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?

  1. Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.
  2. Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.
  3. Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.
  4. All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.

Answer(s): D

Explanation:

Continuous improvement in a Contact Center can be supported by leveraging a combination of Salesforce's pre-built reports and dashboards for tracking key metrics, utilizing Einstein Analytics for deeper insights and predictive capabilities, and gathering direct feedback from agents. This comprehensive approach allows organizations to identify areas for improvement based on quantitative data and qualitative feedback, facilitating proactive problem-solving and ensuring ongoing optimization of contact center operations.


Reference:

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






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

Salesforce-Contact-Center Discussions & Posts