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Salesforce Contact Center Accredited Professional Sample Questions:

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

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

2. While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?

A) Messaging for In-App
B) SMS Messaging
C) Facebook Messenger

3. The customer wants to minimize disruption during rollout. Which release management technique is most suitable?

A) Full system outage for complete implementation and configuration.
B) A combination of rolling updates and minimal downtime deployment techniques.
C) Weekend or after-hours deployment to minimize impact on regular operations.
D) Rolling updates with gradual user onboarding to the new system.

4. The customer wants automated case escalation based on specific criteri
a. Which data model element plays a key role?

A) Workflow Rules configured with escalation steps and case field conditions.
B) Custom fields capturing escalation triggers like priority or SLA breaches.
C) Process Builder sequences defining escalation actions and notifications.
D) Entitlements specifying service level agreements and associated escalation rules.

5. The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?

A) Customer Effort Score (CES)
B) Number of Knowledge Base Articles Viewed
C) Web Chat Engagement Rate
D) Case Volume Deflection Rate

Solutions: