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Salesforce Contact Center Accredited Professional Sample Questions:

1. The required configurations for the client's requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to the contact center, which contain many PDF files, In general, the email communication back and forth with the customer is high. They do not want to duplicate the PDFs every time a new email's received in the same email thread.
When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.
How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?

A) Salesforce Files
B) Attachments
C) Custom file storage solution

2. You're deploying a new SMS channel for customer updates and notifications. Which cut-over requirement helps prevent message delivery failures and ensure customer reach?

A) Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications.
B) All of the above, contributing to reliable and effective SMS communication with customers.
C) Validating customer phone numbers and carrier compatibility before activating the SMS channel.
D) Implementing message throttling and rate limiting to prevent overwhelming customers with SMS alerts.

3. The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
Which Experience Cloud template should a consultant recommend

A) Customer Service
B) Customer Account Portal
C) Help Center

4. The correct steps for UC to create a service report with 50 object
references are
A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound conversations, which created a simple Omni-Channel flow for the bot What does the consultant need to specify to use this flow in the channel setting other than selecting the flow?

A) Inbound Flow Action
B) Fallback Queue
C) Route Work Item

5. The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

A) Customer Lifetime Value (CLTV)
B) Customer Effort Score (CES)
C) Net Promoter Score (NPS)
D) First Contact Resolution (FCR) Rate

Solutions: