Free Salesforce Salesforce-Contact-Center Exam Dumps Questions & Answers

Your bot design includes handoff to live agents for complex inquiries. Which feature facilitates this seamless transition?

• A.  Contextual handoff functionality preserving chat history and customer information for the agent.
• B.  Supervisor Console allowing supervisors to manually transfer chat sessions to specific agents.
• C.  Escalation Rules automatically transferring chat sessions to agents based on defined criteria.
• D.  All of the above, providing various options for smooth and informed handoff from bot to agent interactions.

Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?

• A.  Implementing recording and call monitoring functionalities for compliance audits and quality control.
• B.  All of the above, contributing to a compliant and responsible outbound calling operation.
• C.  Ensuring proper opt-in mechanisms and customer consent management for outbound calls.
• D.  Verifying agent training on call scripts and adherence to regulatory requirements.

You have identified two personas for your Contact Center: experienced agents and new hires. How can future functionality cater to both groups?

• A.  Design a flexible interface that adapts to different skill levels and learning styles.
• B.  Offer personalized dashboards with relevant metrics and performance insights for each agent.
• C.  Develop advanced automation tools for experienced agents and basic training resources for new hires.
• D.  Implement separate knowledge bases with content tailored to each persona's experience level.

You need to set up email case creation. Which feature allows automatic case generation from incoming emails?

• A.  Workflow Rules with email field criteria triggering case creation.
• B.  Email-to-Case enabled on the Case object with appropriate field mapping.
• C.  Einstein Bots configured to handle email inquiries and create cases if needed.
• D.  Process Builder sequences defining steps for email parsing and case generation.

Which standard field options should a consultant recommended form for In-App Messaging?

• A.  First Name, Last Name, Email Order Number
• B.  First Name, Last Name, Emil Subject
• C.  First Name Last Name Email Account Number