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Advanced examination information

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Salesforce Contact Center Accredited Professional Sample Questions:

1. You need to validate automated case escalation. Which tool helps monitor and assess this process?

A) Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.
B) Supervisor Console providing insights into case status, queue information, and escalation triggers.
C) All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.
D) Monitoring Escalation History related list within case records to track escalation triggers and actions taken.

2. To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:
1. Omni-Channel Flow:
* This is the primary type used to route the conversation from the bot to the queue.
* The consultant can build a flow with a specific action to "Route Work Item."
* This action allows you to specify the target queue where the conversation will be directed.
2. Dialog: (Optional)
* While not required for basic transfers, dialogs can be used to
enhance the user experience during the transfer process.
* For example, the consultant can create a dialog that informs the
customer about the need to transfer the conversation to a live agent
and provides estimated wait times.
* Additionally, the dialog can collect any necessary information from the customer before transferring the case to the queue.
A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.
Which tool should the consultant use?

A) Data Import Wizard
B) Data Loader
C) Salesforce REST API

3. The company's primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?

A) First Contact Resolution (FCR) Rate
B) Customer Satisfaction (CSAT) Score
C) Net Promoter Score (NPS)
D) Average Contact Handle Time (AHT)

4. The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?

A) Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment
B) Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form
C) Business Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow

5. For supervisors within a Service Cloud Voice environment using Amazon Connect, the ideal tools to track key performance indicators (KPIs) like calls answered, average handle time, and average speed to answer are:
Which functionality should a consultant recommend when a client wants to improve their service level quality and automatically push cases to an account's dedicated service agent?

A) Case Assignment Rule
B) Skill-Based Routing Rules
C) Omni Channel Flows

Solutions: