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Salesforce Contact Center Accredited Professional Sample Questions:

1. The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.
Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can be answered.
Which changes to the Contact Support form process should a consultant suggest to improve the response times?

A) Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each
B) Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.
C) A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword

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

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

3. 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.

4. 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) The correct answer is Create and assign a new Presence Configuration.
B) Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.
C) Create and assign a new Presence Status

5. You need to validate web form functionality. Which method provides the most direct test?

A) Reviewing form configuration settings and field mappings within Salesforce.
B) Monitoring web server logs for form access and error messages to identify technical issues.
C) All of the above, offering complementary perspectives on web form functionality and potential challenges.
D) Manually submitting test data through the web form and verifying case creation in Salesforce.

Solutions: