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

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Total 205 questions

Validating business processes involves testing workflows and flow logic. Which tool helps with this?

A.

Monitoring case history and chat transcripts within Salesforce to review process actions and outcomes.

B.

Utilizing Flow Debugger tool to visualize execution steps, identify errors, and optimize flow processes.

C.

Conducting user testing sessions with agents to gather feedback on the process experience and effectiveness.

D.

All of the above, offering complementary perspectives for analyzing and refining business process functionality.

You‘re deploying a new SMS channel for customer updates and notifications. Which cut-over requirement helps prevent message delivery failures and ensure customer reach?

A.

Validating customer phone numbers and carrier compatibility before activating the SMS channel.

B.

Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications.

C.

Implementing message throttling and rate limiting to prevent overwhelming customers with SMS alerts.

D.

All of the above, contributing to reliable and effective SMS communication with customers.

Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?

A.

Salesforce Data Loader for bulk data imports and basic field validation.

B.

Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.

C.

Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.

D.

All of the above, offering various options for ensuring data quality and reliable metric interpretation.

The customer needs flexibility for future modifications to workflows and processes. Which design approach promotes maintainability?

A.

Develop complex custom code for every functionality to achieve specific needs.

B.

Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation.

C.

Utilize external applications and extensive third-party integrations for various functionalities.

D.

Design rigid workflows with limited room for future adjustments or customizations.

Your design includes integrating WhatsApp Business for customer communication. Which tool facilitates this?

A.

Salesforce Social Studio with connectors for managing various social media and messaging platforms.

B.

Custom Apex code developed to connect Salesforce with the WhatsApp Business API.

C.

Flow Builder with pre-built templates for configuring messaging channel interactions and automation.

D.

Omni-Channel routing rules directing incoming WhatsApp messages to appropriate agents based on content and skills.

Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.

How should a consultant implement these requirements?

Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.

Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value

Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in

Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.

Which recommendation should the consultant make to improve this?

A.

Implement an SMS Digital Channel and redirect customers from phone.

B.

Hire more service agents in peak season and meet customer needs on

demand

C.

Implement Email-to-Case and redirect customers from phone to email

Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?

A.

Case Assignment Rules defining criteria for routing cases to specific queues or agents.

B.

Process Builder sequences triggering automated case creation and assignment based on data triggers.

C.

Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.

D.

All of the above, working together for dynamic case assignment and escalation based on context and priority.

The best set of functionalities for the client's needs is a combination of

Messaging for Web and Embedded Service, with possible consideration of

Einstein Bots depending on specific requirements.

A.

As part of the project governance, Ursa Major Solar has decided to use Agle Development Principles. One of the project stakeholders has come to a consultant to explain to them a more detail the 12 agile principles.

What is one of the agile principles?

B.

Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools

C.

All three options you listed are actually Agile principles! Agile Development

emphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here's a breakdown of each option:

D.

A consultant is preparing post-implementation training material for the

agents and supervisors. Agents will need to use the cell transcript

configured in Amazon Connect a part of the implementation

While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:

A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.

A.

Build Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed

B.

Assign Read All data access to all voice agents

C.

Update the organization-wide sharing setting for use Presence to Public Read City

Your KPIs include measuring agent utilization rates. Which metric best reflects this?

A.

Number of cases handled by an agent during a specific period.

B.

Agent login duration divided by the total active work time on cases or chats.

C.

Time spent by an agent on various activities throughout the workday.

D.

All of the above, depending on the desired scope and granularity of agent utilization measurement.