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Salesforce Contact Center Accredited Professional Sample Questions:

1. Your customer wants to personalize customer interactions based on past purchase history. How can you leverage future functionality?

A) Introduce pre-built Knowledge Base articles recommending relevant products based on purchase history.
B) Integrate with the CRM system to access customer data and personalize case handling approaches.
C) Implement dynamic routing based on purchase history to connect customers with appropriate agents.
D) Utilize AI-powered case deflection tools to suggest personalized offers and upsell opportunities.

2. The customer needs flexibility for future modifications to workflows and processes. Which design approach promotes maintainability?

A) Design rigid workflows with limited room for future adjustments or customizations.
B) Develop complex custom code for every functionality to achieve specific needs.
C) Utilize external applications and extensive third-party integrations for various functionalities.
D) Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation.

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

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

4. You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?

A) Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.
B) All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.
C) Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.
D) Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.

5. The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?

A) Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration.
B) Leverage external data warehouse solutions for data storage and complex queries.
C) Utilize standard Salesforce Reports and Dashboards for basic data visualization.
D) Implement Einstein Analytics for AI-powered insights and predictive analysis.

Solutions: