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Free Salesforce-Contact-Center Exam Braindumps (page: 13)

Page 12 of 52
PDF with 207 Questions

The customer requests a single view of customer interactions across all channels.
Which Salesforce feature best addresses this need?

  1. Utilize Omni-Channel Routing to unify case routing and agent availability across channels.
  2. Configure a Knowledge Base with searchable articles andFAQs for self-service options.
  3. Implement the Customer Community for forum discussions and support ticket submission.
  4. Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.

Answer(s): A

Explanation:

Omni-Channel Routing in Salesforce provides a unified view of customer interactions across all channels by efficiently managing case routing and tracking agent availability. This feature ensures that all customer interactions, whether through email, phone, chat, or social media, are visible and manageable in a single console, thus enhancing the ability to provide consistent and informed customer service. Therefore, "A. Utilize Omni-Channel Routing to unify case routing and agent availability across channels" is the best option for achieving a single view of customer interactions across various communication platforms.


Reference:

Salesforce Omni-Channel Routing



Your customer wants to offer 24/7 omnichannel support with personalized interactions.
Which Salesforce feature best addresses this?

  1. Omni-Channel Routing
  2. Case Management
  3. Service Cloud Einstein
  4. Customer Community

Answer(s): C

Explanation:

Service Cloud Einstein is designed to enhance customer service operations with AI capabilities, providing personalized, predictive, and automated interactions across all channels. This tool allows for 24/7 omnichannel support with features like AI-driven recommendations, chatbots, and automated case routing, which significantly improve the personalization and efficiency of customer interactions. Thus, "C. Service Cloud Einstein" best addresses the need for personalized 24/7 omnichannel support.


Reference:

Salesforce Service Cloud Einstein



The customer needs to ensure data security and access controls for sensitive customer information.
Which security requirement is most important?

  1. Implement multi-factor authentication (MFA) for secure agent logins and access.
  2. Configure field-level security to restrict access to sensitive data based on user roles.
  3. Encrypt customer data at rest and in transit to protect against unauthorized access.
  4. Regularly conduct security audits and vulnerability assessments to identify potential risks.

Answer(s): B

Explanation:

Field-Level Security (FLS) is a fundamental security feature in Salesforce that allows administrators to control access to specific fields based on user roles. This feature is crucial for ensuring that sensitive customer data is only accessible by authorized personnel, thereby providing a targeted approach to data security and compliance. "B. Configure field-level security to restrict access to sensitive data based on user roles" is therefore the most important security requirement for managing access to sensitive information effectively.


Reference:

Salesforce Field-Level Security



The customer wants to capture customer feedback through post-interaction surveys.
Which feedback mechanism would be most beneficial?

  1. Integrate with a third-party survey platform for customization and detailed analysis.
  2. Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.
  3. Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.
  4. Develop custom case fields and workflows to capture and track customer feedback internally.

Answer(s): B

Explanation:

Salesforce Surveys provide a native and integrated way to capture customer feedback directly within Salesforce. By utilizing pre-built templates, these surveys can be automatically triggered after case closures, making it an effective method for collecting structured feedback. This feature ensures that the feedback is linked to the customer records and interactions, providing actionable insights and maintaining data consistency within Salesforce. Therefore, "B. Utilize Salesforce Surveys with pre- built templates for collecting feedback after case closure" is the most beneficial feedback mechanism for capturing customer opinions and improving service.


Reference:

Salesforce Surveys






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