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Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?

A) Einstein Bots
B) Omni-Channel Routing
C) Customer Community
D) Case Management

2. 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

3. Universal Containers (UC) requires agents to use their mobile devices as part of the daily operations. In order to do that, agents need a service app that can be published on AppExchange. Which kind of environment should UC use to develop and deploy this app on Appexchange?

A) Source org
B) Scratch org (correct)
C) Sandbox

4. 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) All of the above, working together to prevent duplicate records and ensure data integrity after migration.
D) Data Import Wizard with duplicate prevention settings during bulk data importing.

5. The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?

A) Agent Average AHT
B) First Contact Resolution (FCR) Rate
C) Customer Effort Score (CES)
D) Number of Escalated Cases

Solutions: