Salesforce Contact Center Accredited Professional Exam Practice Test

Answer : A

To meet the requirement of not applying escalation rules or milestones during holidays at the contact center, the most straightforward approach is to set up Support Holidays in Salesforce. This feature allows you to specify non-working days during which case escalation rules and milestones should not apply, ensuring that SLAs are adjusted according to business hours and special closures. Thus, 'A. Set up Support Holidays to specify holidays' is the correct recommendation for managing escalations during holidays without needing custom development or additional holiday-specific rules in the SLAs. Reference: Salesforce Support Holidays Setup

Answer : B

To create a service report containing references to 50 objects, Universal Containers should follow these steps:

Create a custom report type: This allows for the definition of primary and related objects.

Select up to four object relationships: This structures the primary relationships needed for the report.

Add fields from additional related objects: This extends the report's scope to include up to 50 object references by pulling in fields from other relevant objects. This method provides a scalable approach to complex reporting needs within Salesforce.

Answer : C

For Universal Containers, the 'Account Profile' dashboard in Service Analytics is the most suitable choice. This dashboard provides a comprehensive snapshot of customers, including details on the service products they are using, case reasons, and priority. It is specifically designed to consolidate customer-related information, making it an ideal solution for UC's reporting needs.

Answer : C

To provide ramp-up time for junior agents handling fewer chat requests at a time, an administrator should create and assign a new Presence Status. This status would specifically allow junior agents to handle only two chat requests simultaneously, compared to the standard three. This setting tailors the workload according to the agent's capability, ensuring they are not overwhelmed, which helps in their gradual adaptation to the expected work pace.

Answer : A

To support new hire agents who struggle with handling multiple chat requests, configuring Omni-Channel settings to limit the number of concurrent chats is crucial. By creating and assigning a new Presence Configuration that limits junior agents to handling only two chat requests at a time, administrators can effectively manage agent workload. This configuration allows the organization to tailor chat capacity to individual agent capabilities, improving both performance and job satisfaction. 'A. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration' is therefore the correct approach to provide ramp-up time for junior agents. Reference: Salesforce Omni-Channel Settings

Answer : D

Deploying a new SMS channel for customer updates and notifications requires comprehensive planning to prevent delivery failures and ensure effective communication. Validating customer phone numbers and carrier compatibility ensures that messages reach the intended recipients. Configuring opt-in and opt-out mechanisms maintains compliance and respects customer preferences. Implementing message throttling and rate limiting avoids overwhelming customers and enhances the customer experience. Therefore, 'D. All of the above, contributing to reliable and effective SMS communication with customers' is the best approach to ensure a successful SMS channel rollout. Reference: Salesforce Mobile Messaging

Answer : D

Optimizing customer experience with a new web chat widget involves several strategic actions: A. Defining precise triggers based on visitor behavior ensures proactive engagements are timely and relevant. B. Configuring clear opt-out options respects customer preferences and minimizes intrusion. C. Providing agents with customer context and browsing history enhances the ability to offer personalized assistance. Implementing these requirements collectively ensures a positive and non-intrusive chat experience, fostering customer satisfaction and engagement.