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

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

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

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

4. Universal Containers (UC) has been working on a Digital Engagement
implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC's current environments are listed below.
* Production Org
* Test Sandbox
* Developer Sandbox
Which environments should have a two-way deployment connection in this
scenario

A) Production Ong and Test Sandbox
B) Developer Sandbox and Production
C) Test Sandbox and Developer Sandbox

5. You're preparing historical call recordings for migration. Which step helps improve audio quality and accessibility for playback within the new system?

A) Implementing speech-to-text conversion for call recordings and making transcripts available alongside audio files.
B) All of the above, contributing to improved accessibility and analysis capabilities for historical call recordings.
C) Optimizing audio file size while maintaining optimal sound quality for clear playback and analysis.
D) Converting call recordings to a supported audio format compatible with the new Contact Center platform.

Solutions: