QUESTION: 61

Your scenario involves customer satisfaction surveys triggered after case closure.
Which platform facilitates this?

Einstein Feedback Surveys automatically sent based on case closure events and collecting customer feedback on their experience.
Process Builder sequences initiating customer satisfaction surveys upon case closure and managing survey workflow.
Flow Builder with visual interface for designing and configuring survey forms and logic for collecting feedback after case closure.
All of the above, offering various options for triggering and managing customer satisfaction surveys within case management.

Answer(s): D

Explanation:

Salesforce offers multiple tools that can be used to trigger customer satisfaction surveys after case closure, each providing unique capabilities. Einstein Feedback Surveys can automate sending based on case closure events. Process Builder can initiate workflows to send surveys after cases are closed. Flow Builder allows for designing survey forms and logic. All these options provide robust solutions for integrating customer satisfaction surveys into case management workflows, making "D. All of the above, offering various options for triggering and managing customer satisfaction surveys within case management" the best answer.

Reference:

Salesforce Automation Tools

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QUESTION: 62

Validating chatbot functionality involves testing natural language processing (NLP) accuracy.
Which tool can help with this?

Monitoring chatbot logs and chat transcripts to identify misinterpretations of user queries.
Utilizing NLP testing tools like Annotate.io or MonkeyLearn to analyze bot responses and accuracy.
Conducting user testing sessions with real customers to gather feedback on chatbot interactions and understanding.
All of the above, providing multi-faceted insights into chatbot NLP performance and user experience.

Answer(s): D

Explanation:

Validating chatbot functionality, especially the accuracy of natural language processing (NLP), requires a combination of techniques. Monitoring logs and transcripts helps identify misinterpretations, while NLP testing tools like Annotate.io or MonkeyLearn can analyze responses for accuracy. Real user testing provides feedback on the chatbot's effectiveness in real-world interactions. Therefore, "D. All of the above, providing multi-faceted insights into chatbot NLP performance and user experience" encompasses the comprehensive approach needed for thorough testing.

Reference:

Salesforce Einstein Bots

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QUESTION: 63

Your bot requirements include personalized greetings and information based on customer dat

Which Salesforce feature enables this?
Custom Apex code dynamically fetching customer data and injecting it into chatbot responses.
Merge fields within bot conversation scripts linking to specific object fields containing customer information.
Einstein Insights providing real-time customer data to personalize bot interactions and recommendations.
All of the above, depending on the level of personalization and data sources required.

Answer(s): D

Explanation:

Personalizing chatbot interactions can be achieved through various Salesforce features depending on the complexity and source of the customer data. Custom Apex code can dynamically fetch and incorporate customer data into chat responses. Merge fields can link conversation scripts to Salesforce object fields. Einstein Insights can use AI to analyze customer data and tailor interactions. Thus, "D. All of the above, depending on the level of personalization and data sources required" is the correct answer, as it covers the full range of tools available for personalizing chatbot communications.

Reference:

Salesforce Einstein Insights

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QUESTION: 64

You need to validate bot security and data privacy compliance.
Which tool helps with this?

Salesforce Security Review tool providing insights into potential security vulnerabilities within your bot configuration.
Data Loss Prevention (DLP) policies defining rules for sensitive data handling and preventing unauthorized access.
User Role Hierarchy and Field Level Security ensuring appropriate access restrictions based on user profiles.
All of the above, working together to secure bot interactions and ensure data privacy compliance.

Answer(s): D

Explanation:

Ensuring bot security and data privacy compliance in Salesforce involves multiple tools and strategies. The Salesforce Security Review tool helps identify vulnerabilities in bot configurations. Data Loss Prevention (DLP) policies define how sensitive data should be handled to prevent unauthorized access. User Role Hierarchy and Field Level Security ensure data is only accessible to authorized users. Hence, "D. All of the above, working together to secure bot interactions and ensure data privacy compliance" effectively combines these methods to safeguard data and comply with security regulations.

Reference:

Salesforce Security Resources
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