Question 1

Your scenario requires generating automated case updates based on customer interactions. Which Salesforce feature offers this capability?

Options :

A : Workflow Rules triggering email notifications and case updates based on specific events or field changes.

B : Process Builder sequences defining automated actions and data updates based on triggers and conditions.

C : Flow Builder with visual interface for designing automated processes and case updates triggered by interactions.

D : All of the above, depending on the desired complexity and automation level of case updates.

Answer: D

Question 2

The customer needs flexibility for future modifications to workflows and processes. Which design approach promotes maintainability?

Options :

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

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

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

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

Answer: B

Question 3

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?

Options :

A : Configuring the rule to trigger automatic notifications and case creation for escalated calls.

B : Testing the escalation rule functionality with test calls and dummy scenarios before deployment.

C : Defining clear criteria for call escalation based on urgency and wait times.

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

Answer: D

Question 4

The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system toSalesforce.A consultant has noticed that agents always open the contact record firstwhen they are routed a new Email-to-Case before they do anything elseWhat should the consultant set up to make this more efficient for agents?

Options :

A : Edit the Case page layout to embed the Contact Details component on the Case page Pop action

B : Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact

C : Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen

Answer: B

Question 5

The company aims to reduce operational costs. Which KPI is most relevant to track their progress?

Options :

A : Customer Acquisition Cost (CAC)

B : Agent Resolution Rate

C : Average Cost per Case (CPAC)

D : Employee Turnover Rate

Answer: C

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