Salesforce Salesforce-Contact-Center Quiz 1 Topic 2 Questions 1-5

Question: 1

You're deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?

AConfiguring the rule to trigger automatic notifications and case creation for escalated calls.

BTesting the escalation rule functionality with test calls and dummy scenarios before deployment.

CDefining clear criteria for call escalation based on urgency and wait times.

DAll of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.

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Question: 2

The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?

AOmni-Channel Routing

BCase Management

CEinstein Bots

DCustomer Community

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Question: 3

The customer requires secure access control for sensitive customer dat

a. Which data model element contributes to data security?

AUtilize custom fields to capture all types of customer information without access restrictions.

BConfigure field-level security to grant selective access to sensitive data based on user roles and permissions.

CImplement third-party data encryption solutions for additional security layers.

DStore all customer data in one field without any segregation or access control mechanisms.

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Question: 4

Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?

AIntegrating knowledge base articles within relevant chat conversations and case workflows.

BProviding prominent access points to the new knowledge base across various customer-facing channels.

CConducting user training and awareness campaigns highlighting the new knowledge base and its benefits.

DAll of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.

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Question: 5

The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

ARouting Rules

BSkill-Based Routing

CEntitlements

DOmni-Channel Presence

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Salesforce Salesforce-Contact-Center Quiz:1 Topic:2 Questions:1-5