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Salesforce Contact Center Accredited Professional Sample Questions:

1. Based on Ursa Major Solar's goals of strengthening loyalty, increasing case deflection, and improving customer retention, the most suitable Experience Cloud template is the Customer Service template. Here's why:
During a workshop with a client, a consultant is made aware that the client wants to content social media strategy for their Contact Center. They want to allow their customers to message them through Facebook and also require the possibility for the customer to make posts on the company Facebook page. They do not want to create a case for every comment on their Facebook page, as some of the posts do not need a response.
Which set of solutions should the consultant recommend for all the criteria to met?

A) Digital Engagement and ISV partner solution
B) Social Customer Service and ISV partner solution
C) Digital Engagement and Social Studio

2. You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?

A) Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
B) Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.
C) Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
D) All of the above, providing options for diverse bot functionalities and integration flexibility.

3. The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

A) First Contact Resolution (FCR) Rate
B) Customer Lifetime Value (CLTV)
C) Net Promoter Score (NPS)
D) Customer Effort Score (CES)

4. 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) All of the above, contributing to reliable and effective SMS communication with customers.
B) Implementing message throttling and rate limiting to prevent overwhelming customers with SMS alerts.
C) Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications.
D) Validating customer phone numbers and carrier compatibility before activating the SMS channel.

5. The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?

A) Implement custom dashboards with visualizations of overall case volume and agent performance.
B) Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.
C) Develop custom fields and reports to categorize cases by product and track resolution times per category.
D) Configure reports with filters to break down case resolution times by agent and case priority.

Solutions: