Salesforce-Contact-Center Exam Dumps - Salesforce Accredited Professional Certification Questions and Answers

Develop custom Apex code for automated email triggers and attachments.

Utilize Process Builder with predefined rules for email notifications based on case updates.

Configure outbound email integrations with pre-built templates for invoices and case summaries.

Implement Einstein Bots to handle email communication and automate basic customer interactions.

Knowledge Base

Einstein Bots

Web Service API

Process Builder

Reviewing report builder configurations and data source connections to ensure alignment with defined reporting requirements.

Analyzing system logs and report execution history to identify any errors or missing data within generated reports.

All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.

All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.

Einstein Bots with natural language processing and conversational AI capabilities.

Flow Builder with chatbot elements for building conversational interfaces within flows.

Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.

All of the above, providing various options for building and integrating chatbots into your self-service experience.

Monitoring chatbot logs and chat transcripts to identify misinterpretations of user queries.

Utilizing NLP testing tools like Annotate.io or MonkeyLearn to analyze bot responses and accuracy.

Conducting user testing sessions with real customers to gather feedback on chatbot interactions and understanding.

All of the above, providing multi-faceted insights into chatbot NLP performance and user experience.

Converting call recordings to a supported audio format compatible with the new Contact Center platform.

Implementing speech-to-text conversion for call recordings and making transcripts available alongside audio files.

Optimizing audio file size while maintaining optimal sound quality for clear playback and analysis.

All of the above, contributing to improved accessibility and analysis capabilities for historical call recordings.

Messaging for Web and Einstein Bots

Web to Chat and Embedded Service

Messaging for Web and Embedded Service

Custom Apex code defining escalation logic and actions.

Escalation Rules with conditions based on case priority, time to resolution, and other metrics.

Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria.

Both (b) and (c), offering flexible options for automated case escalation based on rules.

Utilizing data validation rules to flag and correct inconsistencies in customer record language formats and character sets.

Configuring the new system to recognize and handle different language formats and encoding standards for accurate import.

Manually reviewing and verifying the language and character consistency of customer data before migration.

All of the above, contributing to a seamless transition with accurate representation of multilingual customer data.

Omni-Channel Routing

Case Management

Service Cloud Einstein

Customer Community