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Salesforce Contact Center Accredited Professional Sample Questions:

1. Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?

A) Implement a third-party chat solution with 24/7 availability integration.
B) Set automatic case deflection rules for common issues on chat after business hours.
C) Utilize dynamic agent availability and presence routing across all channels.
D) Configure separate queues for each channel with specific business hours.

2. Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
How should an administrator provision the phone number to support this
functionality?

A) Provision a short code phone number at least 8 weeks before golive
B) Provision a toll free phone number at least 8 weeks before golive
C) Provision a long code phone number on least 2 weeks before golive

3. Your design outlines automated case escalation based on criteri
a. Which tool facilitates rule-based escalation?

A) Both (b) and (c), offering flexible options for automated case escalation based on rules.
B) Custom Apex code defining escalation logic and actions.
C) Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria.
D) Escalation Rules with conditions based on case priority, time to resolution, and other metrics.

4. The customer needs real-time sentiment analysis during calls. Which third-party integration might be beneficial?

A) Genesys Cloud CX
B) Google Cloud AI
C) Zoom
D) Zendesk

5. Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

A) Number of chat sessions handled by agents.
B) All of the above, depending on the desired AHT calculation scope and inclusivity.
C) Total chat session duration divided by the number of sessions.
D) Time spent by agents actively engaged in chat sessions.

Solutions: