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Salesforce Contact Center Accredited Professional Sample Questions:

1. The release plan includes automated regression testing. What is the primary benefit of this approach?

A) Reducing manual testing efforts and streamlining the release process.
B) Identifying new functionalities and features introduced during development.
C) All of the above, offering comprehensive validation and optimizing release efficiency.
D) Ensuring existing functionalities and integrations continue to function properly after updates.

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

3. The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.
An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue What is the reason for the work that was already in the queue not being pushed to agents?

A) The Apply to existing records in queue option was not selected.
B) The type of work that was in the queue is not in the Selected Objects list on the queue under Supported Objects
C) Records that exist in a queue prior to Omni-Channel routing activation will not be pushed to an agent.

4. The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this?

A) Reports & Dashboards
B) Analytics Cloud
C) Einstein Bots
D) Einstein Discovery

5. Which standard field options should a consultant recommended form for In-App Messaging?

A) First Name, Last Name, Email Order Number
B) First Name, Last Name, Emil Subject
C) First Name Last Name Email Account Number

Solutions: