Expert Answers to Salesforce Exam Salesforce-Contact-Center Questions

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Accredited Professional Certification Salesforce Contact Center Accredited Professional Exam

Salesforce Contact Center Accredited Professional Exam

Last Update May 17, 2024
Total Questions : 205

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Questions 4

For supervisors within a Service Cloud Voice environment using Amazon Connect, the ideal tools to track key performance indicators (KPIs) like calls answered, average handle time, and average speed to answer are:

Which functionality should a consultant recommend when a client wants to improve their service level quality and automatically push cases to an account's dedicated service agent?

Options:

Case Assignment Rule

Skill-Based Routing Rules

Omni Channel Flows

Discussion 0

Questions 5

The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?

Options:

Develop custom Apex code for automated email triggers and attachments.

Utilize Process Builder with predefined rules for email notifications based on case updates.

Configure outbound email integrations with pre-built templates for invoices and case summaries.

Implement Einstein Bots to handle email communication and automate basic customer interactions.

Discussion 0

Questions 6

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?

Options:

Hierarchical Sharing Settings on Calls

Collaboration on Call Recordings

Pause/Resume Call Recording

Discussion 0

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Questions 7

The environments that should have a two-way deployment connection in

this scenario are Test Sandbox and Production Org.

Which requirement needs to be met to perform a quick deployment for

change sets or Metadata API components without testing the full

deployment?