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Salesforce Contact Center Accredited Professional Sample Questions:

1. To ensure a successful digital transformation with a multi-channel strategy, engaging the right stakeholders during the discovery phase is crucial.
Here's the breakdown of the options and why the most suitable choice is:
Option 3: VP of Customer Experience; VP of Service; IT Leadership.
Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?

A) Revenue growth number of repeat customers, net promoter source, and employer le
B) Average response time, cost per call, deflection rate, and employee training lime
C) Average handling time, number of calls answered, customer satisfaction an training time

2. The best dashboard in Service Analytics for UC's service report
requirement is Sidebar-By Customer.
Universal Containers (UC) has a requirement to create a service report that contains 50 object references. Which steps should UC take to achieve this?

A) Create a Visualforce service report Create objects and fields the Vict into the objects and fields in the report
B) Create 10 service reports Select the objects Combine the service reports
C) Create a custom report type Select four object relationships Select adal from extra objects

3. You need to validate case closure accuracy and completeness. Which tool helps with this?

A) Case History review for completeness and verification of resolution details before final closure.
B) Data Validation Rules on case fields requiring specific formats or preventing invalid entries before closure.
C) All of the above, contributing to ensuring accurate and complete case closure for efficient data management.
D) Case Closure Rules automatically closing cases based on predefined criteria and ensuring required fields are filled.

4. The most suitable set of solutions for the client's requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.
A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company's main strategy is to enhance customer satisfaction and loyalty while streamlining costs.
Which set of key performance indicators (KPIs) should the consultant
prioritize to measure the success of the Contact Center implementation?

A) Average handling time, number of calls answered, customer satisfaction sure and employer training time
B) Revenue growth, number of repeat customers, net promoter score, and employment
C) A Average response time, cost per call deflection rate, and employee training time

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

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

Solutions: