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

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Total 205 questions

The marketing team wants to track the impact of social media campaigns on Contact Center volume. How can you measure this?

A.

Monitor case mentions of specific campaign keywords and track resolution times.

B.

Integrate social media platform data with Salesforce for customer journey analysis.

C.

Analyze call origin information and identify calls originating from social media campaigns.

D.

Deploy sentiment analysis on customer interactions to gauge campaign reception.

You‘re validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

A.

Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates.

B.

Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.

C.

Manually comparing case details and identifying duplicates for removal or merging before data migration.

D.

All of the above, depending on the complexity and desired level of automation for duplicate case handling.

Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is:

1. Service Cloud Voice:

● Streamlines inbound and outbound calling within Salesforce,

eliminating context switching and improving agent productivity.

● Offers features like call recording, transcription, and click-to-dial for

faster call handling.

2. Omni-Channel:

● Intelligently routes calls to the most qualified agents based on skills,

availability, and workload, ensuring faster issue resolution.

● Provides real-time insights into agent performance and call metrics

for effective management.

3. Einstein Bots:

● Handles simple inquiries and FAQs, deflecting calls from agents and

reducing queue wait times.

● Can handle tasks like scheduling appointments, providing basic

account information, or collecting initial issue details, freeing up

agents for complex issues.

During a design workshop, Ursa Major Solar (UMS) indicates to a

consultant that many cases around the same topic, which is usually an

outage. Currently the customer service agents need to respond to each and

every case separately, which takes a line amount of time. They would like

to be able to collect these cases together and y message that would be

received by all customers.

Which incident management feature should the consultant recommend

UMS the direct communication with customers?

A.

Broadcast Alert

B.

Broadcast Site Banner

C.

Broadcast Email

Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?

A.

Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.

B.

Manually reviewing and adjusting internal links and formatting within each article before migration.

C.

Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.

D.

All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.

Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?

A.

Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.

B.

Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.

C.

Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.

D.

All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.

You‘re deploying a new AI-powered virtual assistant for initial customer inquiries. Which cut-over requirement helps maintain customer trust and transparency?

A.

Clearly disclosing the use of AI and providing options for human interaction when needed.

B.

Training the virtual assistant on diverse customer data and common language variations for accuracy.

C.

Monitoring interactions and measuring the virtual assistant‘s effectiveness in resolving customer issues.

D.

All of the above, contributing to a responsible and trustworthy AI implementation for customer support.

The IT team wants to integrate Salesforce with their existing CRM system. Which future functionality would facilitate this?

A.

Utilize standard Salesforce connectors and APIs for seamless data exchange.

B.

Develop custom Apex code to synchronize data between the two systems.

C.

Implement point-to-point integrations with unique data mappings for each field.

D.

Migrate all Contact Center data into the existing CRM system to avoid integration complexity.

Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

A.

Number of chat sessions handled by agents.

B.

Total chat session duration divided by the number of sessions.

C.

Time spent by agents actively engaged in chat sessions.

D.

All of the above, depending on the desired AHT calculation scope and inclusivity.

The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?

A.

Utilize standard Salesforce Reports and Dashboards for basic data visualization.

B.

Implement Einstein Analytics for AI-powered insights and predictive analysis.

C.

Leverage external data warehouse solutions for data storage and complex queries.

D.

Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration.

To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter's limitations:

A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.

Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

A.

Average Cases per Agent

B.

Average Resolution Time

C.

Average Handle Time