Free Salesforce Contact Center Accredited Professional Exam Salesforce-Contact-Center Exam Practice Test

You need to migrate complex workflows from your legacy system. Which tool facilitates this?

• Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
• Flow Builder with visual development environment for building complex automation and logic flows.
• Apex code development for custom scripting and advanced workflow logic implementation.
• All of the above, depending on the complexity and specific functionalities of the migrating workflows.

Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

• Salesforce Reports with filters for user searches and article views to assess popularity and engagement.
• Quality assurance reviews by internal teams or external testing services to validate content accuracy.
• User feedback surveys and rating systems on Knowledge articles to gather direct customer input.
• All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience.

The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

• Net Promoter Score (NPS)
• Customer Lifetime Value (CLTV)
• Customer Effort Score (CES)
• First Contact Resolution (FCR) Rate

You need to configure email templates for case updates and notifications. Which tool best suits this task?

• Salesforce Classic Email Templates with drag-and-drop content editing.
• Entitlement Email Templates for automated communication based on service level agreements.
• Lightning Email Templates with flexible design options and dynamic data merge fields.
• Einstein Mail Composer powered by AI for personalized and responsive email content.

The customer wants to measure the effectiveness of self-service options. Which metrics would be most relevant?

• Track the number of cases deflected by self-service compared to the total case volume.
• Monitor customer satisfaction surveys completed after using self-service options.
• Analyze average resolution times for cases initiated through self-service versus traditional channels.
• All of the above, providing a comprehensive view of self-service effectiveness and user experience.

Your deployment involves migrating historical case data. Which data preparation step helps maintain case history and audit trails accurately?

• Transferring all available case data, including comments, attachments, and activity logs, during the migration process.
• Configuring the new system to preserve chronological order and timestamps associated with historical case events.
• Testing case history access and audit trail functionality to verify accurate retrieval and display of historical information.
• All of the above, contributing to a complete and accessible migration of historical case data with preserved context and audit trails.

Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot.How should a consultant suggest UMS configure its Experience Cloud site to support this?

• Use conditional visibility on the Embedded Messaging component to show one for the users and one for guest users to alter the routing destination
• Pass in the User ID field as a hidden pre-chat field and check the vice of that le Channel flow to determine the routing destination
• Create a Page Variation for each page where the chat is offerest one for
• authenticated one for guest users to alter the routing destination

The best dashboard in Service Analytics for UC's service report requirement is Sidebar-By Customer.Universal Containers (UC) has a requirement to create a service report thatcontains 50 object references. Which steps should UC take to achieve this?

• Create 10 service reports Select the objects Combine the service reports
• Create a custom report type Select four object relationships Select adal from extra objects
• Create a Visualforce service report Create objects and fields the Vict into the objects and fields in the report

The customer wants to track metrics across different case types and channels. Which reporting element helps with data standardization and analysis?

• Develop custom reports with unique data models for each case type and channel.
• Utilize standard case fields and reporting tools to categorize and analyze data across the board.
• Implement separate dashboards for each channel and case type with customized metrics.
• Employ third-party analytics tools with independent data structures and visualizations.

Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?

• Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.
• Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.
• Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.
• All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.