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Salesforce Contact Center Accredited Professional Sample Questions:

1. To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:
1. Omni-Channel Flow:
* This is the primary type used to route the conversation from the bot to the queue.
* The consultant can build a flow with a specific action to "Route Work Item."
* This action allows you to specify the target queue where the conversation will be directed.
2. Dialog: (Optional)
* While not required for basic transfers, dialogs can be used to
enhance the user experience during the transfer process.
* For example, the consultant can create a dialog that informs the
customer about the need to transfer the conversation to a live agent
and provides estimated wait times.
* Additionally, the dialog can collect any necessary information from the customer before transferring the case to the queue.
A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.
Which tool should the consultant use?

A) Salesforce REST API
B) Data Import Wizard
C) Data Loader

2. You need to validate web form functionality. Which method provides the most direct test?

A) Manually submitting test data through the web form and verifying case creation in Salesforce.
B) Reviewing form configuration settings and field mappings within Salesforce.
C) All of the above, offering complementary perspectives on web form functionality and potential challenges.
D) Monitoring web server logs for form access and error messages to identify technical issues.

3. The company aims to reduce operational costs. Which KPI is most relevant to track their progress?

A) Agent Resolution Rate
B) Customer Acquisition Cost (CAC)
C) Employee Turnover Rate
D) Average Cost per Case (CPAC)

4. You need to validate data migration accuracy and completeness. Which tool assists with this process?

A) All of the above, offering various methods for comparing and verifying data accuracy after migration.
B) Data Compare tools like Informatica PowerCenter analyzing record discrepancies and data integrity.
C) Salesforce Reports and Dashboards providing data comparisons between legacy and Salesforce systems.
D) Validation Rules on key fields within Salesforce ensuring data adherence to defined formats and constraints.

5. The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

A) Track average call handle time and first-contact resolution rate.
B) Monitor agent performance against resolution time and escalation benchmarks.
C) All of the above, combined for a comprehensive view of customer satisfaction.
D) Implement customer satisfaction surveys after interactions and analyze sentiment analysis.

Solutions:

Question # 1 Answer: C

Question # 2 Answer: C

Question # 3 Answer: D

Question # 4 Answer: A

Question # 5 Answer: C