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Salesforce Contact Center Accredited Professional Sample Questions:

1. While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar's goal of connecting customers with subject-matter experts (SMEs) for real-time, detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for Web.
A consultant is preparing post-implementation training material for the agents and supervisors in an environment that uses Service Cloud Voice with Amazon Connect. Supervisors need to track key performance indicators (KPIs), such as calls answered. average handle time, and average speed to answer.
Where should the consultant point supervisors to track these KPIs?

A) Service Cloud Voice Analytics App and Amazon Supervisor Dashboard
B) Service Cloud Voice Analytics App and Omni Supervisor Console
C) Omni Supervisor Console and Amazon Supervisor Dashboard

2. Your customer wants to personalize customer interactions based on past purchase history. How can you leverage future functionality?

A) Integrate with the CRM system to access customer data and personalize case handling approaches.
B) Introduce pre-built Knowledge Base articles recommending relevant products based on purchase history.
C) Utilize AI-powered case deflection tools to suggest personalized offers and upsell opportunities.
D) Implement dynamic routing based on purchase history to connect customers with appropriate agents.

3. Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

A) All of the above, working together for optimal multi-channel task assignment and routing.
B) Omni-Channel Presence States indicating online and offline agent status for different channels.
C) Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.
D) Presence-based routing automatically assigning tasks based on agent availability.

4. The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?

A) Case Volume Deflection Rate
B) Customer Effort Score (CES)
C) Web Chat Engagement Rate
D) Number of Knowledge Base Articles Viewed

5. The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

A) Skill-Based Routing
B) Omni-Channel Presence
C) Entitlements
D) Routing Rules

Solutions: