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Salesforce Salesforce-Contact-Center - Salesforce Contact Center Accredited Professional Exam

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Total 205 questions

Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:

Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.

Which set of features/capabilities will help UMS achieve this?

A.

Service Cloud Voice, Omni-Channel, Service Console

B.

Case Classification, Omni-Channel, Einstein Bots

C.

Service Cloud Voice, Feedback Management, Einstein Boss

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.

Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.

B.

Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.

C.

Training agents on using the social media listening tool to effectively engage with customers and address concerns.

D.

All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.

You need to validate call recording functionality. Which Salesforce tool assists with this?

A.

Monitoring call logs and reports within Salesforce for recorded call availability.

B.

Utilizing the Call History related list on Case records to access and play recordings.

C.

Configuring Voice Call Transcripts to generate automatic text summaries of recorded calls.

D.

All of the above, providing various options for accessing, playing, and reviewing call recordings.

The consultant should recommend implementing the requirement by setting

up Support Holidays to specify holidays.

Ursa Major Solar uses a custom object to track customer orders. The

business would like the voice call linked to the primary order the customer

is asking about

How should a consultant accomplish this?

A.

Create a flow that references the custom object.

B.

Create a junction object between the custom object and Voice Call Create

a custom lookup field on the Voice Call object to the custom object

C.

The consultant should accomplish the linking of voice calls to primary

orders by creating a custom lookup field on the Voice Call object to the

custom object.

The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?

A.

Field History Tracking

B.

Reports & Dashboards

C.

Einstein Discovery

D.

Process Builder

You need to configure dashboards and reports for KPI visualization. Which platform offers the most flexibility?

A.

Einstein Analytics with customizable dashboards and visual data storytelling capabilities.

B.

Salesforce Reporting tools for generating detailed reports and data analysis.

C.

Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.

D.

All of the above, depending on the desired level of detail, visual representation, and data access.

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.

Email-to-Case enabled on the Case object with appropriate field mapping.

D.

Einstein Bots configured to handle email inquiries and create cases if needed.

You‘re preparing data migration for knowledge base articles with associated attachments. Which step helps ensure file compatibility and accessibility within the new platform?

A.

Converting attachments to formats compatible with the new knowledge base system before the migration process.

B.

Configuring the new platform to recognize and handle different file formats associated with migrated knowledge base articles.

C.

Testing access and download functionality for attached files within the new platform after the migration is complete.

D.

All of the above, contributing to seamless access and usability of knowledge base articles with corresponding attachments in the new system.

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.

Ensures application quality before any corrupt change can get into the Source..

C.

Creates and deletes package versions in each testing environment

The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?

A.

Trailhead

B.

Premier Support

C.

Release Notes