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Salesforce Contact Center Accredited Professional Sample Questions:

1. Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?

A) Set automatic case deflection rules for common issues on chat after business hours.
B) Utilize dynamic agent availability and presence routing across all channels.
C) Configure separate queues for each channel with specific business hours.
D) Implement a third-party chat solution with 24/7 availability integration.

2. You need to test email responsiveness on different devices. Which platform facilitates multi-device testing?

A) Developer tools in web browsers for inspecting email rendering on various devices.
B) Salesforce Inbox previewing emails on desktop and mobile versions.
C) Sending test emails to personal accounts with different devices and platforms.
D) Utilizing Email Preview tool in Salesforce Marketing Cloud for cross-device rendering checks.

3. A project sponsor has informed a consultant that customer satisfaction is their top..
Which Contact Center metric should the consultant prioritize improving?

A) Average Wait Time
B) Average Handle Time
C) First Call Resolution(correct)

4. The marketing team wants to track the impact of social media campaigns on Contact Center volume. How can you measure this?

A) Monitor case mentions of specific campaign keywords and track resolution times.
B) Analyze call origin information and identify calls originating from social media campaigns.
C) Integrate social media platform data with Salesforce for customer journey analysis.
D) Deploy sentiment analysis on customer interactions to gauge campaign reception.

5. The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?

A) Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment
B) Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form
C) Business Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow

Solutions: