Question 1

A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours Which set of functionalities should the consultant research in this case?

Options :

A : Messaging for Web and Einstein Bots

B : Web to Chat and Embedded Service

C : Messaging for Web and Embedded Service

Answer: C

Question 2

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

Options :

A : Integrating knowledge base articles within relevant chat conversations and case workflows.

B : Providing prominent access points to the new knowledge base across various customer-facing channels.

C : Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.

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

Answer: D

Question 3

You need to validate data migration accuracy and completeness. Which tool assists with this process?

Options :

A : Salesforce Reports and Dashboards providing data comparisons between legacy and Salesforce systems.

B : Data Compare tools like Informatica PowerCenter analyzing record discrepancies and data integrity.

C :

Validation Rules on key fields within Salesforce ensuring data adherence to defined formats and constraints.

D : All of the above, offering various methods for comparing and verifying data accuracy after migration.

Answer: D

Question 4

Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?

Options :

A : Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.

B : Providing comprehensive training on the new platform‘s features and functionalities for report creation and analysis.

C : Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.

D : All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system.

Answer: D

Question 5

The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

Options :

A : Track average call handle time and first-contact resolution rate.

B : Implement customer satisfaction surveys after interactions and analyze sentiment analysis.

C : Monitor agent performance against resolution time and escalation benchmarks.

D : All of the above, combined for a comprehensive view of customer satisfaction.

Answer: D

Free Contact-Center Mock Exam – Practice Online Confidently

Buying Options: