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Salesforce Contact Center Accredited Professional Sample Questions:

1. Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

A) Time spent by agents actively engaged in chat sessions.
B) All of the above, depending on the desired AHT calculation scope and inclusivity.
C) Number of chat sessions handled by agents.
D) Total chat session duration divided by the number of sessions.

2. The customer wants to prioritize cases based on customer loyalty and contract value. Which functionality enables this?

A) Custom Apex Code
B) Entitlements
C) Case Classification
D) Case Escalation Rules

3. The consultant needs to specify the Inbound Flow Action in the channel
setting, in addition to selecting the flow, to use the Omni-Channel flow for the Enhanced Bot.
During a workshop, management at a company explains that its contact
center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general queue, where the agents pick up the case manually.
Management would like available agents to receive the cases automatically so they do not pick cases. They also require that if the case cannot be directed to the correct agent, there is a fallback option. The agent can be assigned cases from different channels and would like this incorporated into the routing model.
Which setting in Email-to-Case should a consultant recommend the
company utilize?

A) Flow Settings
B) Case Owner Settings
C) Task Settings

4. You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?

A) Utilizing pre-configured Salesforce test cases for email merge field functionality.
B) Reviewing email delivery logs and checking for errors or missing data in merged fields.
C) Sending test emails with sample data sets and manually checking for merge field accuracy.
D) Implementing Apex triggers to validate data integrity before triggering email sending actions.

5. The marketing team wants to track the impact of social media campaigns on Contact Center volume. How can you measure this?

A) Analyze call origin information and identify calls originating from social media campaigns.
B) Integrate social media platform data with Salesforce for customer journey analysis.
C) Monitor case mentions of specific campaign keywords and track resolution times.
D) Deploy sentiment analysis on customer interactions to gauge campaign reception.

Solutions: