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Salesforce Contact Center Accredited Professional Sample Questions:

1. The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?

A) Customer Lifetime Value (CLTV)
B) Customer Retention Rate
C) Contact Center Conversion Rate
D) Number of Closed Won Deals

2. The customer aims to automate repetitive tasks like case escalation. Which functionality can streamline this?

A) Entitlement Management
B) Workflow Rules
C) Case Escalation Matrix
D) Omni-Channel Routing

3. While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?

A) Messaging for In-App
B) SMS Messaging
C) Facebook Messenger

4. You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?

A) Custom Apex development for building secure data sharing portals with granular access controls.
B) Exporting reports and dashboards for external access via email or file sharing platforms.
C) All of the above, depending on the security requirements, desired level of control, and complexity of data access needs.
D) Salesforce Sharing Settings granting specific access levels to external users for relevant dashboards and reports.

5. The customer wants to offer self-service options for simple issues. Which functionality empowers this?

A) Web Service API
B) Einstein Bots
C) Knowledge Base
D) Process Builder

Solutions: