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Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer aims to automate repetitive case escalation processes. Which feature can streamline this?

A) Workflow Rules
B) Queues
C) Entitlements
D) Field History Tracking

2. The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?

A) Average Contact Handle Time (AHT)
B) Customer Satisfaction (CSAT) Score
C) Net Promoter Score (NPS)
D) Case Resolution Rate

3. You're deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?

A) All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.
B) Training agents on using the social media listening tool to effectively engage with customers and address concerns.
C) Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.
D) Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.

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

A) Workflow Rules with email field criteria triggering case creation.
B) Process Builder sequences defining steps for email parsing and case generation.
C) Einstein Bots configured to handle email inquiries and create cases if needed.
D) Email-to-Case enabled on the Case object with appropriate field mapping.

5. I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the

A) Facebook Messenger
B) SMS
C) Messaging for Wed

Solutions: