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Free Salesforce-Contact-Center Exam Braindumps (page: 5)

Page 4 of 52
PDF with 207 Questions

The customer wants to streamline agent onboarding and training.
Which feature promotes reusability and maintainability?

  1. Develop unique training guides and resources for each agent role and case type.
  2. Create standard operating procedures (SOPs) documented within Salesforce Knowledge Base articles.
  3. Leverage Service Cloud Knowledge articles with searchable information and step-by-step guides for common tasks.
  4. Design personalized training materials tailored to specific agent skill sets and needs.

Answer(s): C

Explanation:

Service Cloud Knowledge articles provide a scalable and reusable solution for agent onboarding and training. These articles can be easily accessed and used by agents for self-help and learning, promoting a consistent training experience across the organization. They also support updates and maintenance, ensuring that the training content remains relevant and accurate. Thus, "C. Leverage Service Cloud Knowledge articles with searchable information and step-by-step guides for common tasks" is the appropriate choice for streamlining training processes.


Reference:

Salesforce Documentation on Service Cloud Knowledge



The customer requires secure access control for sensitive customer dat

  1. Which data model element contributes to data security?
  2. Utilize custom fields to capture all types of customer information without access restrictions.
  3. Configure field-level security to grant selective access to sensitive data based on user roles and permissions.
  4. Implement third-party data encryption solutions for additional security layers.
  5. Store all customer data in one field without any segregation or access control mechanisms.

Answer(s): B

Explanation:

Field-Level Security (FLS) in Salesforce is essential for controlling access to sensitive data. It allows administrators to specify which fields are visible and editable by which users or profiles. This ensures that sensitive customer information is only accessible to authorized personnel, thereby contributing significantly to data security. Option "B. Configure field-level security to grant selective access to sensitive data based on user roles and permissions" is the correct choice as it directly addresses the requirement for secure access control within the Salesforce data model.


Reference:

Salesforce Documentation on Field-Level Security



The customer requests integrations with existing CRM and marketing automation systems.
Which approach promotes data integrity and maintainability?

  1. Develop custom code for each integration, creating independent data silos and complex maintenance needs.
  2. Utilize pre-built Salesforce connectors and APIs for seamless data exchange with external systems.
  3. Implement point-to-point integrations with each system, requiring ongoing customization and management.
  4. Avoid integrations altogether and maintain separate data environments for different functionalities.

Answer(s): B

Explanation:

Salesforce provides various pre-built connectors and APIs that enable seamless integration with external CRM and marketing automation systems. Using these connectors and APIs ensures data integrity and maintainability by facilitating standardized data exchange and reducing the need for custom code, which can become cumbersome and error-prone. Thus, option "B. Utilize pre-built Salesforce connectors and APIs for seamless data exchange with external systems" is the best approach for integrating systems while maintaining data integrity and ease of maintenance.


Reference:

Salesforce Documentation on Integration



The customer requires secure access control for sensitive customer dat

  1. Which functionality is most important?
  2. Field-Level Security
  3. Two-Factor Authentication (2FA)
  4. Encrypted Case Histories

Answer(s): A

Explanation:

Field-Level Security (FLS) is crucial in controlling access to sensitive data fields within Salesforce. By limiting visibility and editability of specific fields based on user roles, FLS ensures that sensitive information is only accessible to authorized users.
While Two-Factor Authentication and encrypted data are also important, FLS is most directly related to controlling access at the data field level, making "A. Field-Level Security" the most important functionality for secure access control.


Reference:

Salesforce Documentation on Field-Level Security






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