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

Data Import Wizard

Process Builder

Apex Code

Partner Integrations

Field-Level Security

Omni-Channel Routing

Einstein Analytics

Knowledge Base

Custom fields capturing customer preferences and purchase history.

Case history tracking with details of previous interactions and resolutions.

Segmentation rules defining customer groups based on specific criteria and behavior.

All of the above, used in combination for comprehensive customer context and personalized experiences.

Einstein Analytics with customizable dashboards and visual data storytelling capabilities.

Salesforce Reporting tools for generating detailed reports and data analysis.

Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.

All of the above, depending on the desired level of detail, visual representation, and data access.

Detailed and rigid schedule with no room for modifications or adjustments.

Clearly defined communication channels and escalation procedures for unforeseen issues.

Regular risk assessments and contingency plans for potential challenges and roadblocks.

A collaborative work environment and open communication among stakeholders.

Apex code development for custom integrations with specific external systems and data retrieval.

Flow Builder with pre-built connectors and actions for integration with various external data sources.

Salesforce Connect for establishing secure and centralized connectivity with a broader range of external systems.

All of the above, providing options for integrating external data sources and enriching case information for informed decision-making.

Workflow Rules with email action steps triggered by case creation events.

Process Builder sequences defining auto-reply steps and dynamic content insertion.

Entitlement Email Templates configured with automatic responses based on service level agreements.

Einstein Bots configured to send auto-replies and collect initial information from customers via email.

Create an Escalation Rule Entry and configure it so that cases get an

escalated status of the case is still open after passing SLA times.

Create a Quick Action for escalating a case and set up Conditional

Visibility Rude to show the Quick Action after a case has passed SLA times

Create a record-triggered flow that gives cases an escalated status if it is

still open a pa A times.

The consultant should propose creating an Escalation Rule Entry to set up

Records that exist in a queue prior to Omni-Channel routing activation will

not be pushed to an agent.

The Apply to existing records in queue option was not selected.

The type of work that was in the queue is not in the Selected Objects list

on the queue under Supported Objects

Develop complex custom code for every functionality to achieve specific needs.

Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation.

Utilize external applications and extensive third-party integrations for various functionalities.

Design rigid workflows with limited room for future adjustments or customizations.