Service-Cloud-Consultant Practice Test

Salesforce Spring 25 Release
177 Questions

Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more complex issues.
The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots.
What should a consultant do to address the risk?

A. Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards.

B. Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed.

C. Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.

C.   Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.

Explanation:

The stakeholder is raising compliance concerns, specifically about HIPAA and data protection standards in relation to chatbot usage. The appropriate action here is to address the risk directly by showing how Salesforce ensures data security, confidentiality, and compliance.

Hereโ€™s a breakdown of each option:
๐Ÿ“„ A. Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards.
โŒ Incorrect (Not sufficient to address the real concern)
Voice and tone may be important from a branding or experience standpoint, but they have nothing to do with HIPAA compliance.
This does not resolve the stakeholder's concerns about data privacy and security.

๐Ÿ› ๏ธ B. Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed.
โŒ Incorrect and risky
You should never use production environments to test for compliance.
Also, users might share PHI (Protected Health Information) anyway.
This is retroactive and not a reliable method to prove HIPAA compliance.

๐Ÿ” C. Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance. โœ…
โœ… Correct
Salesforce provides clear documentation on:
HIPAA compliance
Data encryption
Security certifications (e.g., SOC 2, ISO 27001)
Einstein Bot platform compliance
This directly addresses the stakeholderโ€™s concerns and is the proper way to handle compliance-related risks.

๐Ÿ“š Reference:
๐Ÿ”— Salesforce Trust and Compliance Documentation
๐Ÿ”— Einstein Compliance and Security Overview (Salesforce Help)

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