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Salesforce Contact Center Accredited Professional Sample Questions:

1. The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?

A) Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object
B) Create a flow that references the custom object.
C) The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the

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

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

3. The most suitable functionality to automatically assign cases to an account's dedicated service agent, thereby improving service level quality, is Case Assignment Rules. Here's why:
Ursa Major Solar (UMS) wants to implement Service Cloud Voice. UMS is satisfied with it current telephony provider, which can be used with Voice.
Which Service Cloud Voice telephony model should a consultant recommend?

A) Service Cloud Voice with partner telephony from Amazon Connect
Given that Ursa Major Solar (UMS) is already satisfied with their current
B) telephony provider and it can be used with Service Cloud Voice, the most suitable telephony model is Service Cloud Voice with partner telephony.
C) Service Cloud Voice with partner telephony Service Cloud Voice with
Amazon Connect

4. I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.
Ursa Major Solar has implemented Service Cloud Voice. After using it for several months, the customer service manager notices that agents rarely create a note that summarizes what was discussed during a phone call.
This has made it difficult to get an overview of what happened on a case.
What should a consultant suggest to help resolve this challenge?

A) Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up
B) Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.
C) A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time

5. 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) Running Case Assignment Rule reports and analyzing data to ensure cases are routed to agents with matching skills.
B) All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.
C) Manual testing by assigning cases to agents and verifying routing based on pre-defined skill sets.
D) Utilizing Process Builder workflows and Flow triggers to trace case routing logic and confirm alignment with required skill sets.

Solutions: