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Salesforce Contact Center Accredited Professional Sample Questions:

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

2. Your customer wants to improve agent productivity. Which future functionality could be most impactful?

A) Integrate self-service options and chatbots for simple customer inquiries.
B) Develop automated workflows for repetitive tasks and case escalations.
C) Implement knowledge base suggestions and AI-powered case deflection tools.
D) All of the above, empowering agents with streamlined tools and automated processes.

3. Universal Containers (UC) requires agents to use their mobile devices as part of the daily operations. In order to do that, agents need a service app that can be published on AppExchange. Which kind of environment should UC use to develop and deploy this app on Appexchange?

A) Scratch org (correct)
B) Source org
C) Sandbox

4. The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
Ursa Major Solar is advised by a consultant to utilize Continuous
Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not familiar with it and are questioning the benefits it yields.
What should the consultant outline as the advantage of a Cl process to the customer?

A) Creates and deletes package versions in each testing environment
B) Ensures application quality before any corrupt change can get into the Source..
C) Organizes source development into package directories

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

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

Solutions: