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Salesforce Salesforce-Contact-Center Based on Real Exam Environment

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Total 205 questions
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Salesforce Contact Center Accredited Professional Exam Questions and Answers

Question 29

You‘re given a list of project requirements including specific agent skill sets for case routing. Which tool helps validate this requirement is met within the deployed system?

Options:

A.

Manual testing by assigning cases to agents and verifying routing based on pre-defined skill sets.

B.

Utilizing Process Builder workflows and Flow triggers to trace case routing logic and confirm alignment with required skill sets.

C.

Running Case Assignment Rule reports and analyzing data to ensure cases are routed to agents with matching skills.

D.

All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.

Question 30

While the stakeholders might not be familiar with the term "Continuous Integration," outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily convince them of its value for the Contact Center project. Here are some specific points to highlight Ursa Major Solar wants a consultant to design a solution that will blow its customers take detailed questions about a product's functionality. The customer should be able subject-matter experts and interact with IT support

through available channels in real time.

Which feature should the consultant use to accomplish this?

Options:

A.

Mass Email

B.

Experience Site

C.

Public Groups

Question 31

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

Options:

A.

Utilize standard Salesforce connectors and APIs for seamless data exchange.

B.

Develop custom Apex code to synchronize data between the two systems.

C.

Implement point-to-point integrations with unique data mappings for each field.

D.

Migrate all Contact Center data into the existing CRM system to avoid integration complexity.

Question 32

The customer wants to minimize disruption during rollout. Which release management technique is most suitable?

Options:

A.

Full system outage for complete implementation and configuration.

B.

Rolling updates with gradual user onboarding to the new system.

C.

Weekend or after-hours deployment to minimize impact on regular operations.

D.

A combination of rolling updates and minimal downtime deployment techniques.

Page: 8 / 15
Total 205 questions
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