May, 2024 Salesforce-Contact-Center Practice Questions

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Sample Question 1

You‘re deploying a new web chat widget with proactive engagement triggers. Which cutoverrequirement helps optimize customer experience and minimize intrusion?

A. Defining precise triggers for proactive chat engagement based on website visitorbehavior and context.
B. Configuring clear opt-out options for customers within the chat window and on websitelanding pages.
C. Providing agents with readily available customer context and browsing history within thechat interface.
D. All of the above, contributing to a personalized and helpful proactive chat experience forwebsite visitors.

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Sample Question 2

The customer requests integrations with existing CRM and marketing automation systems.Which approach promotes data integrity and maintainability?

A. Develop custom code for each integration, creating independent data silos and complexmaintenance needs.
B. Utilize pre-built Salesforce connectors and APIs for seamless data exchange withexternal systems.
C. Implement point-to-point integrations with each system, requiring ongoing customizationand management.
D. Avoid integrations altogether and maintain separate data environments for differentfunctionalities.

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Sample Question 3

The customer wants to seamlessly integrate their existing CRM system. Which Salesforcefeature facilitates this?

A. Data Import Wizard
B. Process Builder
C. Apex Code
D. Partner Integrations

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