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Salesforce Contact Center Accredited Professional Sample Questions:
1. Your migration plan includes transferring agent performance dat
a. Which Salesforce object best accommodates this data?
A) User records for your contact center agents.
B) Account records representing your customer organizations.
C) Custom objects specifically designed for tracking agent performance metrics.
D) Contact records for individual customer contacts.
2. You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?
A) Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.
B) Einstein Search for intelligent article recommendations based on customer keywords and context.
C) Salesforce Knowledge articles with categorization and tagging for easy customer search.
D) All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.
3. The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?
A) Leverage partner resources and certified consultants for specialized training and implementation guidance.
B) Implement Premier Support with dedicated access to expert consultants and proactive issue resolution.
C) Develop custom training materials and conduct internal workshops for agent familiarization.
D) Utilize Trailhead online modules and Salesforce documentation for independent learning.
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) Create and assign a new Presence Status
B) The correct answer is Create and assign a new Presence Configuration.
C) Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.
5. 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 Status
B) Routing Configuration.
C) Create and assign a new Presence Configuration. Create and apply a new
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: A |
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