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Salesforce Contact Center Accredited Professional Sample Questions:

1. The required configurations for the client's requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to the contact center, which contain many PDF files, In general, the email communication back and forth with the customer is high. They do not want to duplicate the PDFs every time a new email's received in the same email thread.
When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.
How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?

A) Salesforce Files
B) Attachments
C) Custom file storage solution

2. The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?

A) Implement Einstein Bots to handle email communication and automate basic customer interactions.
B) Develop custom Apex code for automated email triggers and attachments.
C) Configure outbound email integrations with pre-built templates for invoices and case summaries.
D) Utilize Process Builder with predefined rules for email notifications based on case updates.

3. Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?

A) All of the above, contributing to a compliant and responsible outbound calling operation.
B) Ensuring proper opt-in mechanisms and customer consent management for outbound calls.
C) Verifying agent training on call scripts and adherence to regulatory requirements.
D) Implementing recording and call monitoring functionalities for compliance audits and quality control.

4. The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

A) Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.
B) Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.
C) Develop custom case fields and workflows to capture and track customer feedback internally.
D) Integrate with a third-party survey platform for customization and detailed analysis.

5. You need to migrate both active and historical customer dat
a. Which migration approach balances efficiency and minimal disruption?

A) Full cutover migration transferring all data at once, followed by system downtime for configuration.
B) Incremental migration continuously syncing updates from legacy systems to Salesforce for real-time data consistency.
C) Pilot migration testing the process with a small data sample before large-scale migration commences.
D) Phased migration migrating specific data subsets in stages to minimize service interruption.

Solutions: