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Salesforce Contact Center Accredited Professional Sample Questions:

1. The required configurations for the client's requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to the contact center, which contain many PDF files, In general, the email communication back and forth with the customer is high. They do not want to duplicate the PDFs every time a new email's received in the same email thread.
When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.
How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?

A) Attachments
B) Custom file storage solution
C) Salesforce Files

2. Your deployment involves migrating historical case dat
a. Which data preparation step helps maintain case history and audit trails accurately?

A) Transferring all available case data, including comments, attachments, and activity logs, during the migration process.
B) All of the above, contributing to a complete and accessible migration of historical case data with preserved context and audit trails.
C) Configuring the new system to preserve chronological order and timestamps associated with historical case events.
D) Testing case history access and audit trail functionality to verify accurate retrieval and display of historical information.

3. You're deploying a new AI-powered virtual assistant for initial customer inquiries. Which cut-over requirement helps maintain customer trust and transparency?

A) Clearly disclosing the use of AI and providing options for human interaction when needed.
B) Monitoring interactions and measuring the virtual assistant's effectiveness in resolving customer issues.
C) Training the virtual assistant on diverse customer data and common language variations for accuracy.
D) All of the above, contributing to a responsible and trustworthy AI implementation for customer support.

4. You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?

A) Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.
B) All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.
C) Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.
D) Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.

5. Your legacy system stores customer data in different formats. Which tool helps assess data readiness for migration?

A) Data Migration Assistant (DMA) tool for analyzing data format and compatibility.
B) Custom Apex code scripts developed to assess and clean legacy data for migration.
C) Data Quality Rules within Salesforce highlighting inconsistencies and missing information.
D) Salesforce Data Loader for bulk data imports and mapping.

Solutions:

Question # 1 Answer: C

Question # 2 Answer: B

Question # 3 Answer: D

Question # 4 Answer: B

Question # 5 Answer: A