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Salesforce Contact Center Accredited Professional Sample Questions:

1. The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.
An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue What is the reason for the work that was already in the queue not being pushed to agents?

A) The type of work that was in the queue is not in the Selected Objects list on the queue under Supported Objects
B) Records that exist in a queue prior to Omni-Channel routing activation will not be pushed to an agent.
C) The Apply to existing records in queue option was not selected.

2. The legal team emphasizes data security and compliance. How can future functionality address this?

A) All of the above, combined for a comprehensive approach to data security and compliance.
B) Encrypt customer data at rest and in transit to protect against unauthorized access.
C) Conduct regular security audits and vulnerability assessments to identify potential risks.
D) Implement field-level security to restrict access to sensitive data based on user roles and permissions.

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

4. The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?

A) OmniScript
B) Process Builder
C) Knowledge Base
D) Web Service API

5. Your customer wants to measure the success of the implementation in terms of business impact. Which key performance indicators (KPIs) are most relevant?

A) All of the above, providing a holistic view of Contact Center impact on business goals.
B) Customer satisfaction scores, net promoter score (NPS), and customer retention rates.
C) Number of cases resolved, average handle time, and agent productivity metrics.
D) Cost savings achieved through operational efficiency and reduced call volume.

Solutions: