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Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer needs real-time sentiment analysis during calls. Which third-party integration could be beneficial?

A) Zendesk
B) Google Cloud AI
C) Zoom
D) Genesys Cloud CX

2. Your KPIs include measuring agent utilization rates. Which metric best reflects this?

A) Number of cases handled by an agent during a specific period.
B) Agent login duration divided by the total active work time on cases or chats.
C) Time spent by an agent on various activities throughout the workday.
D) All of the above, depending on the desired scope and granularity of agent utilization measurement.

3. Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot.
How should a consultant suggest UMS configure its Experience Cloud site to support this?

A) Use conditional visibility on the Embedded Messaging component to show one for the users and one for guest users to alter the routing destination
B) Create a Page Variation for each page where the chat is offerest one for authenticated one for guest users to alter the routing destination
C) Pass in the User ID field as a hidden pre-chat field and check the vice of that le Channel flow to determine the routing destination

4. The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.
Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can be answered.
Which changes to the Contact Support form process should a consultant suggest to improve the response times?

A) Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each
B) Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.
C) A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword

5. While some of your suggestions aim to address Ursa Major Solar's need to accommodate new agents during peak season, they raise potential concerns and might not be the most optimal approach. Here's a breakdown:
Ursa Major Solar (UMS) is implementing Email-to-Case in its ...
Salesforce notaro which it has used in the past 2 years as its Case
Management system, to place is the party Email Channel provider. UMS is excited to learn about the artificial in capability in Einstein Case Classification and would like to prioritize the capturing the build as must-have After verifying the license, how should a consultant include the Einstein Case Classification capability in the same project?
Add two requirements to the backlog in the current release date
EmailMessage object to meet data requirements for Einstein formal Car
Cassium be up Einstein Case Classification.
Add the requirement to a future release since Einstein rends at least 400 the past 6 months to build the model in Email Channel Add the requirement in the current release as the customer are case records and because of the reed to prontice the manner Classification The most appropriate approach for incorporating Einstein Case Classification into the same project is to:
A) A Add two requirements to the backlog in the current release:
B) Ursa Major Solar has recently seen a big increase in case volume due to the launch of new product.
What should the company do to deflect cases?
Implement an internal knowledge base.
Implement a customer-facing knowledge base Implement a new channel in
SMS. Choose
While both implementing an internal knowledge base and implementing a
customer-facing knowledge base can help deflect cases, the most
impactful choice for Ursa Major Solar is:
Implementing a customer-facing knowledge base.
Ursa Major Solar decided to roll out Einstein Bots in all of the enhanced digital snipe channels for its retail customers, including Facebook Messenger, WhatsApp and Message for In-app and Web. The Salesforce administrators are not sure how many boss they sa and why.
Which recommendation should a consultant make to the Salesforce ..

A) Three bots. One bot per channel will provide a chunne specific customer..
B) bot. The same Einstein Bot can be deployed to all Enhanced Digital ... that Sent Cloud supports
C) Two bots. Fewer bots means less maintenance and the same can be p and

Solutions: