Salesforce-Contact-Center Practice Test
212 Questions
While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:
1. Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.
2. Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time.
How should a consultant recommend implementing this requirement?
A. Set up Support Holidays to specify holidays.
B. Create an Apex trigger to check agent holidays
C. Create additional holiday rules in the SLAs
Explanation:
When implementing Service-Level Agreements (SLAs) in Salesforce — particularly with Entitlement Management and Milestones — it is essential to account for business hours and holidays to ensure accurate time tracking. If Ursa Major Solar wants to pause escalation rules and milestone countdowns during holidays, the standard and recommended approach is to configure Support Holidays in conjunction with Business Hours. This ensures that SLA timing logic automatically excludes non-working days, including holidays.
✅ Option A: Set up Support Holidays to specify holidays ✅ (Correct Answer)
Salesforce allows you to define Support Holidays and associate them with your Business Hours. These settings ensure that:
✔️ Milestone timers pause during non-business hours, including holidays.
✔️ Escalation rules (based on time calculations) respect the defined work schedule.
✔️ You don’t need any custom code — it's a declarative solution.
For Ursa Major Solar, this setup ensures that SLAs are tracked fairly and accurately, and agents aren't penalized for delays during officially recognized holidays. It’s scalable, easy to maintain, and adheres to best practices.
🧭 Configuration Path:
Setup → Business Hours → [Choose Business Hours] → Add Holidays
🚫 Option B: Create an Apex trigger to check agent holidays
While technically feasible, using an Apex trigger for this use case is overkill and not scalable. Triggers are meant for real-time data handling, not for business calendar logic.
➔ It introduces unnecessary complexity and maintenance.
➔ It’s harder to update (you’d have to redeploy code every time a holiday changes).
➔ This doesn’t integrate natively with Milestones or Escalation rules.
Salesforce already provides Support Holidays out-of-the-box for this purpose, making Apex an inefficient and risky choice here.
🚫 Option C: Create additional holiday rules in the SLAs
This is a misleading option — there’s no native feature called "holiday rules" in SLA configuration. SLAs (using Entitlements and Milestones) rely on associated Business Hours, which in turn refer to Support Holidays.
➔ There’s no direct way to add holidays into SLA logic outside of Business Hours.
➔ Attempting this might result in redundant or ineffective logic that doesn’t integrate properly with milestone timing.
Therefore, this is not a valid or recognized solution.
🧠 Summary
To ensure SLAs don’t run during holidays, always use Business Hours + Support Holidays. This is a Salesforce-native, admin-friendly approach that ensures milestones and escalations pause automatically during time-off periods — precisely what Ursa Major Solar needs.
📚 Official Salesforce Reference:
🔗 Salesforce Help: Holidays to Business Hours
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