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Salesforce Contact Center Accredited Professional Sample Questions:

1. 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?

A) Organizes source development into package directories
B) Creates and deletes package versions in each testing environment
C) Ensures application quality before any corrupt change can get into the Source..

2. The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?

A) Develop custom formulas to calculate customer loyalty and contract value score.
B) Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.
C) Configure case fields to capture customer tier and contract details for manual prioritization.
D) Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.

3. The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?

A) Utilize Omni-Channel Routing to unify case routing and agent availability across channels.
B) Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.
C) Configure a Knowledge Base with searchable articles andFAQs for self-service options.
D) Implement the Customer Community for forum discussions and support ticket submission.

4. Which standard field options should a consultant recommended form for In-App Messaging?

A) First Name, Last Name, Emil Subject
B) First Name, Last Name, Email Order Number
C) First Name Last Name Email Account Number

5. Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?

A) All of the above, offering various options for ensuring data quality and reliable metric interpretation.
B) Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.
C) Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.
D) Salesforce Data Loader for bulk data imports and basic field validation.

Solutions: