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Salesforce Salesforce-Contact-Center Exam Dumps
Salesforce Contact Center Accredited Professional Exam
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Salesforce Salesforce-Contact-Center Sample Questions
Question # 1The company aims to reduce operational costs. Which KPI is most relevant to track theirprogress?
A. Customer Acquisition Cost (CAC)
B. Agent Resolution Rate
C. Average Cost per Case (CPAC)
D. Employee Turnover Rate
Question # 2
The customer wants to automate sending invoices and case history updates via email.Which business process requirement should be considered?
A. Develop custom Apex code for automated email triggers and attachments.
B. Utilize Process Builder with predefined rules for email notifications based on caseupdates.
C. Configure outbound email integrations with pre-built templates for invoices and casesummaries.
D. Implement Einstein Bots to handle email communication and automate basic customerinteractions.
Question # 3
The consultant should instruct agents to access the call transcripts configured in AmazonConnect within the Conversation Component in Service Console.Ursa Major Solar's Contact Center has a large volume of customers, and the company tostrengthen loyalty, increase case deflection, and increase customer retention byimplementing a customer portal.Which Experience Cloud template should a consultant recommend
A. Help Center
B. Customer Service
C. Customer Account Portal
Question # 4
Your customer focuses on cost efficiency. How can future functionality contribute to costreduction?
A. Develop custom dashboards for detailed agent performance analysis and identify areasfor improvement.
B. Implement automated case categorization and routing to optimize agent utilization.
C. Offer self-service options and chatbots to deflect simple inquiries and reduce callvolume.
D. All of the above, promoting operational efficiency and minimizing unnecessary resourceusage.
Question # 5
You‘re deploying a new email channel integration for customer support. Which cut-overrequirement helps maintain data accuracy and consistency?
A. Implementing data validation rules for incoming email subject lines and customerinformation.
B. Configuring automated case creation and assignment based on specific keywords andemail content.
C. Testing the email integration with various sample messages and scenarios before realworlddeployment.
D. All of the above, contributing to accurate data capture and seamless processing of emailinquiries.
Question # 6
You‘re deploying a new web chat widget with proactive engagement triggers. Which cutoverrequirement helps optimize customer experience and minimize intrusion?
A. Defining precise triggers for proactive chat engagement based on website visitorbehavior and context.
B. Configuring clear opt-out options for customers within the chat window and on websitelanding pages.
C. Providing agents with readily available customer context and browsing history within thechat interface.
D. All of the above, contributing to a personalized and helpful proactive chat experience forwebsite visitors.
Question # 7
The customer requests integrations with existing CRM and marketing automation systems.Which approach promotes data integrity and maintainability?
A. Develop custom code for each integration, creating independent data silos and complexmaintenance needs.
B. Utilize pre-built Salesforce connectors and APIs for seamless data exchange withexternal systems.
C. Implement point-to-point integrations with each system, requiring ongoing customizationand management.
D. Avoid integrations altogether and maintain separate data environments for differentfunctionalities.
Question # 8
The customer wants to seamlessly integrate their existing CRM system. Which Salesforcefeature facilitates this?
A. Data Import Wizard
B. Process Builder
C. Apex Code
D. Partner Integrations
Question # 9
Your migration plan includes transferring agent performance data. Which Salesforce objectbest accommodates this data?
A. Account records representing your customer organizations.
B. Contact records for individual customer contacts.
C. User records for your contact center agents.
D. Custom objects specifically designed for tracking agent performance metrics.
Question # 10
While the stakeholders might not be familiar with the term "Continuous Integration,"outlining its benefits in terms of improved quality, efficiency, and reduced risk can easilyconvince them of its value for the Contact Center project. Here are some specific points tohighlight Ursa Major Solar wants a consultant to design a solution that will blow itscustomers take detailed questions about a product's functionality. The customer should beable subject-matter experts and interact with IT supportthrough available channels in real time.Which feature should the consultant use to accomplish this?
A. Mass Email
B. Experience Site
C. Public Groups