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Salesforce Contact Center Accredited Professional Sample Questions:

1. You need to configure reporting for bot performance analysis. Which metric best reflects customer satisfaction with the bot experience?

A) Average conversation length and time spent interacting with the bot.
B) Customer satisfaction ratings and feedback specifically gathered about the bot experience.
C) Rate of successful resolutions achieved through bot interactions alone.
D) Number of chat sessions handled by the bot versus live agents.

2. I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.
Ursa Major Solar has implemented Service Cloud Voice. After using it for several months, the customer service manager notices that agents rarely create a note that summarizes what was discussed during a phone call.
This has made it difficult to get an overview of what happened on a case.
What should a consultant suggest to help resolve this challenge?

A) Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up
B) Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.
C) A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time

3. You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?

A) All of the above, contributing to a smooth and efficient transition for handling social media inquiries.
B) Ensuring seamless continuity of ongoing social media conversations during the cut-over process.
C) Pre-populating agent dashboards with relevant information about incoming social media interactions.
D) Automating case creation and assignment based on social media message content and customer profiles.

4. The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?

A) Implement Einstein Bots to handle email communication and automate basic customer interactions.
B) Configure outbound email integrations with pre-built templates for invoices and case summaries.
C) Develop custom Apex code for automated email triggers and attachments.
D) Utilize Process Builder with predefined rules for email notifications based on case updates.

5. Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data What does a consultant need to keep in mind while using data loader?

A) Only Apex triggers are executed
B) Automated processes are not executed
C) Automated processes are executed by default

Solutions: