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Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer prioritizes cost optimization and efficient resource allocation. Which design aspect contributes to this?

A) Optimize agent schedules and routing based on real-time call volume and workload.
B) Develop extensive custom functionalities with high implementation and maintenance costs.
C) Leverage standard Salesforce features and pre-built functionalities to avoid custom development.
D) Implement resource-intensive automations without considering their impact on operational cost.

2. Your customer wants to personalize customer interactions based on past purchase history. How can you leverage future functionality?

A) Implement dynamic routing based on purchase history to connect customers with appropriate agents.
B) Integrate with the CRM system to access customer data and personalize case handling approaches.
C) Utilize AI-powered case deflection tools to suggest personalized offers and upsell opportunities.
D) Introduce pre-built Knowledge Base articles recommending relevant products based on purchase history.

3. Your customer wants to improve agent productivity. Which future functionality could be most impactful?

A) Develop automated workflows for repetitive tasks and case escalations.
B) Implement knowledge base suggestions and AI-powered case deflection tools.
C) All of the above, empowering agents with streamlined tools and automated processes.
D) Integrate self-service options and chatbots for simple customer inquiries.

4. Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

A) Quality assurance reviews by internal teams or external testing services to validate content accuracy.
B) Salesforce Reports with filters for user searches and article views to assess popularity and engagement.
C) User feedback surveys and rating systems on Knowledge articles to gather direct customer input.
D) All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience.

5. 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

Solutions: