Salesforce Contact Center Accredited Professional Exam Questions and Answers
The customer requires secure access control for sensitive customer data. Which functionality is most important?
To validate email deliverability, you need to test spam filters and blacklists. Which tool helps with this process?
Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?
The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?
Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?
Your data migration plan involves staged rollouts for different user groups. Which data preparation step facilitates this approach?
The desired process of reassigning cases to a higher support tier when SLA
timelines are breached.
Ursa Major Solar needs to protect customers' private information, such as
social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to
accomplish this?
You need to validate data migration accuracy and completeness. Which tool assists with this process?
Which standard field options should a consultant recommended form for In-App Messaging?
The required configurations for the client's requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to
the contact center, which contain many PDF files, In general, the email
communication back and forth with the customer is high. They do not want
to duplicate the PDFs every time a new email’s received in the same email
thread.
When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.
How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?
Your KPIs include measuring agent utilization rates. Which metric best reflects this?
The environments that should have a two-way deployment connection in
this scenario are Test Sandbox and Production Org.
Which requirement needs to be met to perform a quick deployment for
change sets or Metadata API components without testing the full
deployment?
The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.
A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.
The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging
Which capability should a consultant recommend?
The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?
Your case management design includes knowledge base article recommendations within cases. Which Salesforce feature facilitates this?
You need to integrate external systems for additional data enrichment within cases. Which tool facilitates this?
The customer aims to automate repetitive tasks like case escalation. Which functionality can streamline this?
Where should the consultant point the agent to access the all transcript?
The customer wants to minimize disruption during rollout. Which release management technique is most suitable?
The customer values user adoption and training. Which element should be prioritized in the implementation plan?
The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?
A project sponsor has informed a consultant that customer satisfaction is their top..
Which Contact Center metric should the consultant prioritize improving?
Your scenario involves routing calls based on language spoken. Which feature facilitates this?
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a
challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow
ramp-up time for UMS's junior agents to handle only two chat requests at a
time?
You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?
The customer needs real-time sentiment analysis during calls. Which third-party integration could be beneficial?
The customer needs flexibility for future modifications to workflows and processes. Which design approach promotes maintainability?
Universal Containers (UC) requires agents to use their mobile devices as
part of the daily operations. In order to do that, agents need a service app
that can be published on AppExchange. Which kind of environment should
UC use to develop and deploy this app on Appexchange?
The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?
The customer wants to track metrics across different case types and channels. Which reporting element helps with data standardization and analysis?
The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?
Validating business processes involves testing workflows and flow logic. Which tool helps with this?
Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is:
1. Service Cloud Voice:
● Streamlines inbound and outbound calling within Salesforce,
eliminating context switching and improving agent productivity.
● Offers features like call recording, transcription, and click-to-dial for
faster call handling.
2. Omni-Channel:
● Intelligently routes calls to the most qualified agents based on skills,
availability, and workload, ensuring faster issue resolution.
● Provides real-time insights into agent performance and call metrics
for effective management.
3. Einstein Bots:
● Handles simple inquiries and FAQs, deflecting calls from agents and
reducing queue wait times.
● Can handle tasks like scheduling appointments, providing basic
account information, or collecting initial issue details, freeing up
agents for complex issues.
During a design workshop, Ursa Major Solar (UMS) indicates to a
consultant that many cases around the same topic, which is usually an
outage. Currently the customer service agents need to respond to each and
every case separately, which takes a line amount of time. They would like
to be able to collect these cases together and y message that would be
received by all customers.
Which incident management feature should the consultant recommend
UMS the direct communication with customers?
The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
Ursa Major Solar is advised by a consultant to utilize Continuous
Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not familiar with it and are questioning the benefits it yields.
What should the consultant outline as the advantage of a Cl process to the
customer?
You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?
While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:
A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.
You need to deploy a new case routing algorithm based on AI. Which deployment process provides the safest and most controlled approach?
You‘re deploying a new AI-powered virtual assistant for initial customer inquiries. Which cut-over requirement helps maintain customer trust and transparency?
The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?
Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?
The best practice that the consultant should observe when configuring case escalation rules is:
Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated.
Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?
You‘re validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?
The customer desires seamless integration with their existing CRM system. Which functionality bridges this gap?
The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?
The best set of functionalities for the client's needs is a combination of
Messaging for Web and Embedded Service, with possible consideration of
Einstein Bots depending on specific requirements.
Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?
You‘re deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?
I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.
Ursa Major Solar has implemented Service Cloud Voice. After using it for
several months, the customer service manager notices that agents rarely
create a note that summarizes what was discussed during a phone call.
This has made it difficult to get an overview of what happened on a case.
What should a consultant suggest to help resolve this challenge?
You need to migrate complex workflows from your legacy system. Which tool facilitates this?
The correct steps for UC to create a service report with 50 object
references are
A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound conversations, which created a simple Omni-Channel flow for the bot
What does the consultant need to specify to use this flow in the channel setting other than selecting the flow?
The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.
An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue
What is the reason for the work that was already in the queue not being pushed to agents?
Your project requires migrating custom objects and their associated data. Which data preparation step helps maintain field-level validation rules and triggers?
The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this?
The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
Which Experience Cloud template should a consultant recommend
Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?
Your project requires migrating customer data with multiple language variations. Which data preparation step helps maintain language consistency and accuracy?
Your scenario involves transitioning to a new self-service portal for customers. Which cut-over requirement helps ensure successful user adoption and engagement?
You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
You‘re validating performance requirements for the deployed system. Which tool helps assess system responsiveness and handle load testing?
The customer wants to seamlessly integrate their existing CRM system. Which Salesforce feature facilitates this?
The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?
