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Salesforce Contact Center Accredited Professional Sample Questions:

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

A) Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.
B) Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.
C) Salesforce Data Loader for bulk data imports and basic field validation.
D) All of the above, offering various options for ensuring data quality and reliable metric interpretation.

2. 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

3. Your self-service goals include improving user adoption and engagement. Which metric best reflects this objective?

A) Customer satisfaction ratings and feedback on the self-service experience.
B) Number of self-service articles viewed or downloaded by customers.
C) All of the above, providing a holistic view of self-service adoption, effectiveness, and user satisfaction.
D) Percentage of cases deflected through self-service channels and resolved without agent intervention.

4. 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

5. The best dashboard in Service Analytics for UC's service report
requirement is Sidebar-By Customer.
Universal Containers (UC) has a requirement to create a service report that contains 50 object references. Which steps should UC take to achieve this?

A) Create 10 service reports Select the objects Combine the service reports
B) Create a custom report type Select four object relationships Select adal from extra objects
C) Create a Visualforce service report Create objects and fields the Vict into the objects and fields in the report

Solutions: