Free Salesforce-Contact-Center Exam Dumps

Question 11

You??re preparing data migration for knowledge base articles with associated attachments. Which step helps ensure file compatibility and accessibility within the new platform?

A. Converting attachments to formats compatible with the new knowledge base system before the migration process.
B. Configuring the new platform to recognize and handle different file formats associated with migrated knowledge base articles.
C. Testing access and download functionality for attached files within the new platform after the migration is complete.
D. All of the above, contributing to seamless access and usability of knowledge base articles with corresponding attachments in the new system.

Correct Answer:D
Reference: Salesforce Knowledge Management

Question 12

The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?

A. Number of features or functionalities implemented within the system.
B. User satisfaction surveys and agent feedback on the new system.
C. System availability and uptime per customer expectations and service level agreements (SLAs).
D. Resource utilization and infrastructure costs associated with running the Contact Center.

Correct Answer:C
Reference: Salesforce Service Level Agreements

Question 13

The most suitable Service Cloud Voice feature for Ursa Major Solar to protect customer information during phone interactions is: Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours. What are some of the required configurations in this solution?

A. Business Hours active, Estimated Wait Time activated Omni-Channel Queue of flows and custom Business Hours Messaging in the flow
B. Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment
C. Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form

Correct Answer:B
To enhance the customer experience for Messaging for Web, several configurations are needed:
✑ Business Hours: Must be active to inform customers about service availability during specific hours.
✑ Omni-Channel Queue or Flow: Required for managing and routing customer interactions.
✑ Estimated Wait Time: Should be activated to display expected wait times to customers, helping manage their expectations.
✑ Business Hours added to the Embedded Deployment: Ensures that the chat functionality reflects the correct availability times and conditions outside business hours.
Reference: Salesforce Omni-Channel Management

Question 14

You need to migrate both active and historical customer data. Which migration approach balances efficiency and minimal disruption?

A. Full cutover migration transferring all data at once, followed by system downtime for configuration.
B. Phased migration migrating specific data subsets in stages to minimize service interruption.
C. Incremental migration continuously syncing updates from legacy systems to Salesforce for real-time data consistency.
D. Pilot migration testing the process with a small data sample before large-scale migration commences.

Correct Answer:B
A phased migration approach, where specific subsets of data (both active and historical customer data) are migrated in stages, balances efficiency and minimal disruption. This strategy allows continuous operation of both legacy and new systems during the transition phase, minimizing downtime and service interruptions. It also provides opportunities to address issues on a smaller scale before they affect the entire dataset.
References: https://help.salesforce.com/articleView?id=data_migration_strategies.htm

Question 15

The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?

A. Number of Escalated Cases
B. Agent Average AHT
C. First Contact Resolution (FCR) Rate
D. Customer Effort Score (CES)

Correct Answer:C
Reference: Salesforce Documentation on Service Cloud Metrics