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Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?

A) Field History Tracking
B) Process Builder
C) Einstein Discovery
D) Reports & Dashboards

2. The customer wants to prioritize cases based on customer loyalty and contract value. Which functionality enables this?

A) Case Escalation Rules
B) Custom Apex Code
C) Entitlements
D) Case Classification

3. The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized?

A) Knowledge Base
B) Field-Level Security
C) Omni-Channel Routing
D) Einstein Analytics

4. Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?

A) Verifying agent training on call scripts and adherence to regulatory requirements.
B) Implementing recording and call monitoring functionalities for compliance audits and quality control.
C) Ensuring proper opt-in mechanisms and customer consent management for outbound calls.
D) All of the above, contributing to a compliant and responsible outbound calling operation.

5. Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:
Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.
Which set of features/capabilities will help UMS achieve this?

A) Case Classification, Omni-Channel, Einstein Bots
B) Service Cloud Voice, Feedback Management, Einstein Boss
C) Service Cloud Voice, Omni-Channel, Service Console

Solutions: