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Salesforce Contact Center Accredited Professional Sample Questions:

1. The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?

A) Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment
B) Business Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow
C) Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form

2. The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?

A) Proceed with the release despite technical issues, as per the planned schedule.
B) Ignore the technical issues and hope they resolve themselves after release.
C) Communicate the issues transparently to stakeholders and implement a rollback plan if necessary.
D) Delay the release to ensure complete resolution of technical issues before deployment.

3. The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?

A) Case Backlog Volume
B) Number of Overdue Cases
C) Average Time to Answer (ATA)
D) SLA Adherence Rate

4. The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?

A) Process Builder
B) Reports & Dashboards
C) Einstein Discovery
D) Field History Tracking

5. Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

A) User feedback surveys and rating systems on Knowledge articles to gather direct customer input.
B) Salesforce Reports with filters for user searches and article views to assess popularity and engagement.
C) Quality assurance reviews by internal teams or external testing services to validate content accuracy.
D) All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience.

Solutions: