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Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized?

A) Knowledge Base
B) Field-Level Security
C) Einstein Analytics
D) Omni-Channel Routing

2. The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?

A) Configure reports with filters to break down case resolution times by agent and case priority.
B) Implement custom dashboards with visualizations of overall case volume and agent performance.
C) Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.
D) Develop custom fields and reports to categorize cases by product and track resolution times per category.

3. Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?

A) All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.
B) Providing prominent access points to the new knowledge base across various customer-facing channels.
C) Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.
D) Integrating knowledge base articles within relevant chat conversations and case workflows.

4. The customer desires seamless integration with their existing CRM system. Which functionality bridges this gap?

A) Apex Code Development
B) Data Import Wizard
C) Einstein Analytics
D) Partner Integrations

5. 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

A) Help Center
B) Customer Account Portal
C) Customer Service

Solutions: