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Salesforce Contact Center Accredited Professional Sample Questions:

1. Universal Containers (UC) has a service report requirement to provide a snapshot of customers, including the service products they are using, case reason, and priority, Which dashboard in Service Analytics should UC use? Sidebar-By

A) Customer
B) Account Profile
C) Open Cases

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. While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:
Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.
Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time How should a consultant recommend implementing this requirement?

A) Set up Support Holidays to specify holidays.
B) Create additional holiday rules in the SLAs
C) Create an Apex trigger to check agent holidays

4. The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?

A) Average Time to Answer (ATA)
B) Case Backlog Volume
C) Number of Overdue Cases
D) SLA Adherence Rate

5. Your customer has a small-scale implementation with a tight timeline. Which release strategy best suits this scenario?

A) Continuous integration and continuous delivery (CI/CD) for rapid iterative updates.
B) Pilot deployment with a limited user group for initial testing and feedback.
C) Phased approach with incremental releases and controlled rollouts.
D) Big bang deployment with all features rolled out simultaneously.

Solutions: