Question 1

To validate email deliverability, you need to test spam filters and blacklists. Which tool helps with this process?

Options :

A : Email testing services like Mail Tester and GlockApps for analyzing email content and predicting spam filter activation.

B : Monitoring email logs and delivery reports within Salesforce for identifying blocked or bounced emails.

C : Configuring SPF, DKIM, and DMARC authentication protocols to improve email deliverability reputation.

Answer: A

Question 2

You need to set up email case creation. Which feature allows automatic case generation from incoming emails?

Options :

A : Workflow Rules with email field criteria triggering case creation.

B : Process Builder sequences defining steps for email parsing and case generation.

C : Email-to-Case enabled on the Case object with appropriate field mapping.

D : Einstein Bots configured to handle email inquiries and create cases if needed.

Answer: C

Question 3

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 4

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 5

The customer requires advanced customization for specific workflows. What is the best approach?

Options :

A : Out-of-the-box configuration

B : Salesforce Flow

C : Third-party development

D : Custom Apex coding

Answer: D

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