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Salesforce Contact Center Accredited Professional Sample Questions:

1. 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?

A) Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.
B) A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time
C) Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up

2. Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

A) Flow Builder with visual interface for designing and configuring survey forms and logic for collecting feedback after case closure.
B) Process Builder sequences initiating customer satisfaction surveys upon case closure and managing survey workflow.
C) Einstein Feedback Surveys automatically sent based on case closure events and collecting customer feedback on their experience.
D) All of the above, offering various options for triggering and managing customer satisfaction surveys within case management.

3. The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?

A) Case Volume Deflection Rate
B) Customer Effort Score (CES)
C) Number of Knowledge Base Articles Viewed
D) Web Chat Engagement Rate

4. 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?

A) The Apply to existing records in queue option was not selected.
B) Records that exist in a queue prior to Omni-Channel routing activation will not be pushed to an agent.
C) The type of work that was in the queue is not in the Selected Objects list on the queue under Supported Objects

5. The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?

A) System availability and uptime per customer expectations and service level agreements (SLAs).
B) Number of features or functionalities implemented within the system.
C) User satisfaction surveys and agent feedback on the new system.
D) Resource utilization and infrastructure costs associated with running the Contact Center.

Solutions: