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Salesforce Contact Center Accredited Professional Sample Questions:

1. The desired process of reassigning cases to a higher support tier when SLA timelines are breached.
Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to
accomplish this?

A) Hierarchical Sharing Settings on Calls
B) Collaboration on Call Recordings
C) Pause/Resume Call Recording

2. The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?

A) Number of Closed Won Deals
B) Customer Lifetime Value (CLTV)
C) Customer Retention Rate
D) Contact Center Conversion Rate

3. The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?

A) Salesforce Flow
B) LiveChat
C) Einstein Bots
D) DocuSign

4. The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?

A) Communicate the issues transparently to stakeholders and implement a rollback plan if necessary.
B) Delay the release to ensure complete resolution of technical issues before deployment.
C) Ignore the technical issues and hope they resolve themselves after release.
D) Proceed with the release despite technical issues, as per the planned schedule.

5. Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?

A) Field-Level Encryption selectively encrypting sensitive data fields within the bot's data storage.
B) Secure Sockets Layer (SSL) encryption protecting data transmission between the bot and external systems.
C) All of the above, forming a multi-layered security approach for data exchange with external systems.
D) API authentication mechanisms ensuring authorized access and verification for data exchange.

Solutions: