The IT team wants to integrate Salesforce with their existing CRM system. Which future functionality would facilitate this?

• A.Utilize standard Salesforce connectors and APIs for seamless data exchange.
• B.Develop custom Apex code to synchronize data between the two systems.
• C.Implement point-to-point integrations with unique data mappings for each field.
• D.Migrate all Contact Center data into the existing CRM system to avoid integration complexity.

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The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?

• A.Implement multi-factor authentication (MFA) for secure agent logins and access.
• B.Configure field-level security to restrict access to sensitive data based on user roles.
• C.Encrypt customer data at rest and in transit to protect against unauthorized access.
• D.Regularly conduct security audits and vulnerability assessments to identify potential risks.

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Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?

• A.Salesforce Data Loader for bulk data imports and basic field validation.
• B.Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.
• C.Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.
• D.All of the above, offering various options for ensuring data quality and reliable metric interpretation.

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Your design outlines automated case escalation based on criteri
a. Which tool facilitates rule-based escalation?

• A.Custom Apex code defining escalation logic and actions.
• B.Escalation Rules with conditions based on case priority, time to resolution, and other metrics.
• C.Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria.
• D.Both (b) and (c), offering flexible options for automated case escalation based on rules.

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

• A.Customer Acquisition Cost (CAC)
• B.Agent Resolution Rate
• C.Average Cost per Case (CPAC)
• D.Employee Turnover Rate

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