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Salesforce Contact Center Accredited Professional Sample Questions:

1. The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?

A) Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object
B) Create a flow that references the custom object.
C) The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the

2. Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?

A) Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.
B) Documenting API configurations and connection details for external integrations after successful migration and testing.
C) All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.
D) Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.

3. Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is:
1. Service Cloud Voice:
* Streamlines inbound and outbound calling within Salesforce,
eliminating context switching and improving agent productivity.
* Offers features like call recording, transcription, and click-to-dial for faster call handling.
2. Omni-Channel:
* Intelligently routes calls to the most qualified agents based on skills, availability, and workload, ensuring faster issue resolution.
* Provides real-time insights into agent performance and call metrics
for effective management.
3. Einstein Bots:
* Handles simple inquiries and FAQs, deflecting calls from agents and
reducing queue wait times.
* Can handle tasks like scheduling appointments, providing basic
account information, or collecting initial issue details, freeing up
agents for complex issues.
During a design workshop, Ursa Major Solar (UMS) indicates to a
consultant that many cases around the same topic, which is usually an
outage. Currently the customer service agents need to respond to each and every case separately, which takes a line amount of time. They would like to be able to collect these cases together and y message that would be received by all customers.
Which incident management feature should the consultant recommend
UMS the direct communication with customers?

A) Broadcast Alert
B) Broadcast Email
C) Broadcast Site Banner

4. Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?

A) Providing comprehensive training on the dashboard features and metrics for agents.
B) Customizing the dashboard layout and visualizations to align with agent preferences and needs.
C) All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.
D) Making the dashboard easily accessible and readily available within the agent interface.

5. Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?

A) Parallel deployment running both platforms simultaneously until full migration to the new system.
B) Phased deployment migrating agents and customer access in groups to minimize service interruption.
C) All of the above, depending on the platform integration complexity and desired downtime window.
D) Cutover deployment with a temporary system switch during scheduled maintenance time for minimal disruption.

Solutions: