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Salesforce Contact Center Accredited Professional Sample Questions:
1. You're given a list of project requirements including specific agent skill sets for case routing. Which tool helps validate this requirement is met within the deployed system?
A) All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.
B) Manual testing by assigning cases to agents and verifying routing based on pre-defined skill sets.
C) Running Case Assignment Rule reports and analyzing data to ensure cases are routed to agents with matching skills.
D) Utilizing Process Builder workflows and Flow triggers to trace case routing logic and confirm alignment with required skill sets.
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. Universal Containers (UC) has been working on a Digital Engagement
implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC's current environments are listed below.
* Production Org
* Test Sandbox
* Developer Sandbox
Which environments should have a two-way deployment connection in this
scenario
A) Developer Sandbox and Production
B) Production Ong and Test Sandbox
C) Test Sandbox and Developer Sandbox
4. The customer values user adoption and training. Which element should be prioritized in the implementation plan?
A) Development and testing of core functionalities before focusing on user experience.
B) End-to-end user training programs and support resources.
C) Comprehensive change management and communication strategy.
D) Extensive technical documentation and configuration guides.
5. Your self-service goals include improving user adoption and engagement. Which metric best reflects this objective?
A) Percentage of cases deflected through self-service channels and resolved without agent intervention.
B) Number of self-service articles viewed or downloaded by customers.
C) All of the above, providing a holistic view of self-service adoption, effectiveness, and user satisfaction.
D) Customer satisfaction ratings and feedback on the self-service experience.
Solutions:
Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: C |
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