Question 1

The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

Options :

A : Integrate with a third-party survey platform for customization and detailed analysis.

B : Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.

C : Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.

D : Develop custom case fields and workflows to capture and track customer feedback internally.

Answer: B

Question 2

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

Options :

A : Omni-Channel Routing

B : Case Management

C : Einstein Bots

D : Customer Community

Answer: B

Question 3

Your bot requirements include personalized greetings and information based on customer data. Which Salesforce feature enables this?

Options :

A : Custom Apex code dynamically fetching customer data and injecting it into chatbot responses.

B : Merge fields within bot conversation scripts linking to specific object fields containing customer information

C : Einstein Insights providing real-time customer data to personalize bot interactions and recommendations.

D : All of the above, depending on the level of personalization and data sources required.

Answer: D

Question 4

You‘re validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

Options :

A : Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates

B : Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.

C : Manually comparing case details and identifying duplicates for removal or merging before data migration.

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

Answer: D

Question 5

The company‘s primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?

Options :

A : Average Contact Handle Time (AHT)

B : First Contact Resolution (FCR) Rate

C : Customer Satisfaction (CSAT) Score

D : Net Promoter Score (NPS)

Answer: C