Salesforce Contact Center Accredited Professional Exam Practice Test

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Total 207 questions
Question 1

To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter's limitations:

A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.

Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?



Answer : C

To reduce the cost per case in the contact center, the consultant should focus on improving the Average Handle Time (AHT). AHT measures the average duration of contact with a customer, including talk time, hold time, and the time spent on related tasks after the call. By reducing AHT, an organization can handle more cases without additional resources, effectively decreasing the cost per case. Reducing AHT can be achieved through better training, more efficient tools, and workflow optimization, directly impacting the cost efficiency of the contact center operations. Reference: https://help.salesforce.com/


Question 2

While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:

Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.

Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time

How should a consultant recommend implementing this requirement?



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


Question 3

The reason why the work that was already in the queue is not being pushed to agents is:

The "Apply to existing records in queue" option was not selected.

At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer

What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?



Answer : A

To improve the case close process at Ursa Major Solar and make solving future customer cases more efficient, a consultant should propose using Salesforce Knowledge. By storing summarized questions and answers in Salesforce Knowledge, agents can quickly access and reuse this information for similar future inquiries. This approach not only saves time but also promotes consistency in customer responses and enhances the overall quality of support.


Question 4

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?



Answer : A

When Omni-Channel routing is activated on a queue for the first time, existing records in that queue will not automatically be pushed to agents. This is because Omni-Channel only starts routing work items that arrive in the queue after its activation. Any work that was already in the queue prior to enabling Omni-Channel will need to be manually reassigned or triggered to enter the Omni-Channel routing process.


Question 5

The most suitable Service Cloud Voice feature for Ursa Major Solar to

protect customer information during phone interactions is:

Pause/Resume Call Recording

A client requires that their Messaging for Web customers are able to see

wait times when starting an interaction. They also want to allow a banner to

inform customers that chats are unavailable outside of business hours.

What are some of the required configurations in this solution?



Answer : B

To enhance the customer experience for Messaging for Web, several configurations are needed:

Business Hours: Must be active to inform customers about service availability during specific hours.

Omni-Channel Queue or Flow: Required for managing and routing customer interactions.

Estimated Wait Time: Should be activated to display expected wait times to customers, helping manage their expectations.

Business Hours added to the Embedded Deployment: Ensures that the chat functionality reflects the correct availability times and conditions outside business hours.

This combination of settings ensures that customers receive accurate information about wait times and service availability, enhancing transparency and customer satisfaction. Reference: Salesforce Omni-Channel Management


Question 6

Ursa Major Solar will use Data Loader for data migration of closed cases

because of large amount of data

What does a consultant need to keep in mind while using data loader?



Answer : B

When using Data Loader for data migration, it's important to note that automated processes such as workflow rules, processes from Process Builder, and some validation rules are not executed by default unless specified in the settings. This can be crucial for ensuring the integrity of the data migration process, particularly when dealing with large volumes of data like closed cases. Thus, 'B. Automated processes are not executed' is the key consideration to keep in mind, as it affects how the data is handled during the migration process. Reference: Salesforce Data Loader Guide


Question 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?



Answer : A

To perform a quick deployment for change sets or Metadata API components without testing the full deployment, it is required that each class and trigger that was previously deployed is covered by at least 75% joint test coverage. This ensures that the majority of the code being deployed has been sufficiently tested to maintain functionality and stability in the production environment. Reference: Salesforce Deployment Considerations


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Total 207 questions