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Salesforce Contact Center Accredited Professional Sample Questions:

1. Your design includes integrating WhatsApp Business for customer communication. Which tool facilitates this?

A) Flow Builder with pre-built templates for configuring messaging channel interactions and automation.
B) Custom Apex code developed to connect Salesforce with the WhatsApp Business API.
C) Omni-Channel routing rules directing incoming WhatsApp messages to appropriate agents based on content and skills.
D) Salesforce Social Studio with connectors for managing various social media and messaging platforms.

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. You're validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

A) Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates.
B) Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.
C) Manually comparing case details and identifying duplicates for removal or merging before data migration.
D) All of the above, depending on the complexity and desired level of automation for duplicate case handling.

4. You're given a list of project requirements including specific agent skill sets for case routing. Which tool helps validate this requirement is met within the deployed system?

A) All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.
B) Utilizing Process Builder workflows and Flow triggers to trace case routing logic and confirm alignment with required skill sets.
C) Running Case Assignment Rule reports and analyzing data to ensure cases are routed to agents with matching skills.
D) Manual testing by assigning cases to agents and verifying routing based on pre-defined skill sets.

5. The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this?

A) Reports & Dashboards
B) Analytics Cloud
C) Einstein Discovery
D) Einstein Bots

Solutions: