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Salesforce Contact Center Accredited Professional Sample Questions:

1. You need to validate web form functionality. Which method provides the most direct test?

A) Monitoring web server logs for form access and error messages to identify technical issues.
B) Manually submitting test data through the web form and verifying case creation in Salesforce.
C) All of the above, offering complementary perspectives on web form functionality and potential challenges.
D) Reviewing form configuration settings and field mappings within Salesforce.

2. Based on the scenario and considering regulatory limitations, the most suitable messaging channel for Ursa Major Solar (UMS) to proactively initiate conversations with previous contact center customers is Messaging for Web.
An insurance company handles a large volume of cases every year. The companies communicate with the customer and other third parties through related cases und the same customer issue. Currently, they find it confusing to follow the count appears from different people and channels.
What should a consultant utilize to design a solution so the common is easier to follow, but still relatable to the original customer case?

A) Case Hierarchy
B) Case Comments
C) Chatter

3. Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?

A) Matching rules defining criteria for identifying and merging duplicate records.
B) Workflow Rules automatically triggering deduplication logic based on specific data fields.
C) Data Import Wizard with duplicate prevention settings during bulk data importing.
D) All of the above, working together to prevent duplicate records and ensure data integrity after migration.

4. The correct answer is Provision a long code phone number at least 2weeks before go-live.
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?

A) Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.
B) The correct answer is Create and assign a new Presence Configuration.
C) Create and assign a new Presence Status

5. A project sponsor has informed a consultant that customer satisfaction is their top..
Which Contact Center metric should the consultant prioritize improving?

A) First Call Resolution(correct)
B) Average Handle Time
C) Average Wait Time

Solutions: