SALESFORCE-CONTACT-CENTER VALID BRAINDUMPS SHEET | SALESFORCE-CONTACT-CENTER EXAM LAB QUESTIONS

Salesforce-Contact-Center Valid Braindumps Sheet | Salesforce-Contact-Center Exam Lab Questions

Salesforce-Contact-Center Valid Braindumps Sheet | Salesforce-Contact-Center Exam Lab Questions

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Salesforce Contact Center Accredited Professional Sample Questions (Q182-Q187):

NEW QUESTION # 182
You're validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

  • A. Manually comparing case details and identifying duplicates for removal or merging before data migration.
  • B. All of the above, depending on the complexity and desired level of automation for duplicate case handling.
  • C. Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates.
  • D. Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.

Answer: B

Explanation:
Identifying and handling duplicate entries during data cleansing for case migration involves multiple strategies to ensure data integrity. Matching and merging records based on common identifiers like email addresses or phone numbers is effective in eliminating duplicates. Data quality rules and duplicate detection tools can systematically flag potential duplicates for further review. Manually reviewing case details provides a final check to ensure no duplicates slip through. Hence, "D. All of the above, depending on the complexity and desired level of automation for duplicate case handling" covers all necessary methods for thorough duplicate management.
Reference: Salesforce Data Management


NEW QUESTION # 183
Your customer has a small-scale implementation with a tight timeline. Which release strategy best suits this scenario?

  • A. Big bang deployment with all features rolled out simultaneously.
  • B. Pilot deployment with a limited user group for initial testing and feedback.
  • C. Phased approach with incremental releases and controlled rollouts.
  • D. Continuous integration and continuous delivery (CI/CD) for rapid iterative updates.

Answer: B

Explanation:
For a small-scale implementation with a tight timeline, a pilot deployment strategy is particularly suitable. This approach allows a limited user group to test the new system, providing valuable feedback before a full-scale rollout. It helps identify potential issues in a controlled environment, minimizing risk and enabling adjustments based on real user experiences, making it the best choice under the described circumstances.
Reference: Salesforce Documentation on Implementation Strategies


NEW QUESTION # 184
Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?

  • A. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.
  • B. All of the above, depending on the complexity of the desired IVR functionalities.
  • C. Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.
  • D. Process Builder sequences defining IVR menus and routing options based on caller selections.

Answer: A

Explanation:
Flow Builder is best suited for designing and configuring IVR (Interactive Voice Response) systems due to its visual drag-and-drop interface. This tool allows for easy creation of complex IVR menus and routing options based on caller selections, facilitating effective call deflection and ensuring callers can resolve their inquiries without needing direct agent interaction.


NEW QUESTION # 185
Validating email functionality involves testing delivery and content accuracy. Which tool helps with email address verification?

  • A. Einstein Validation Service for real-time email address verification during data entry.
  • B. Salesforce Sandbox environment for sending test emails and verifying recipient details.
  • C. Salesforce Reports with filters to identify cases with invalid email addresses.
  • D. Data Loader functionality for bulk email address validation against external databases.

Answer: B

Explanation:
The Salesforce Sandbox environment is the ideal tool for validating email functionality. It allows for the sending of test emails to verify both the delivery and the accuracy of content, including the proper functioning of merge fields and the correctness of recipient details, without affecting live data.


NEW QUESTION # 186
You need to validate automated case escalation. Which tool helps monitor and assess this process?

  • A. Monitoring Escalation History related list within case records to track escalation triggers and actions taken.
  • B. Supervisor Console providing insights into case status, queue information, and escalation triggers.
  • C. All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.
  • D. Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.

Answer: C

Explanation:
Monitoring and validating automated case escalation effectively involves using multiple tools that offer various insights into the process:
A: Monitoring Escalation History related list within case records helps track escalation triggers and actions, providing a direct audit trail for each case.
B: Utilizing reporting tools to analyze trends in case escalation provides insights into frequency, reasons, and potential areas for process improvement.
C: Supervisor Console offers real-time insights into case statuses, including escalations, enabling supervisors to oversee and adjust processes as needed.
Combining these tools provides a holistic view of case escalation effectiveness and helps in identifying and implementing necessary adjustments.


NEW QUESTION # 187
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