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Salesforce Contact Center Accredited Professional Sample Questions:

1. Universal Containers (UC) requires agents to use their mobile devices as part of the daily operations. In order to do that, agents need a service app that can be published on AppExchange. Which kind of environment should UC use to develop and deploy this app on Appexchange?

A) Sandbox
B) Scratch org (correct)
C) Source org

2. The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?

A) Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object
B) Create a flow that references the custom object.
C) The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the

3. The customer wants to streamline agent onboarding and training. Which feature promotes reusability and maintainability?

A) Leverage Service Cloud Knowledge articles with searchable information and step-by-step guides for common tasks.
B) Create standard operating procedures (SOPs) documented within Salesforce Knowledge Base articles.
C) Develop unique training guides and resources for each agent role and case type.
D) Design personalized training materials tailored to specific agent skill sets and needs.

4. Your deployment involves integrating a new chat platform. Which data migration preparation step ensures seamless continuity for ongoing chat conversations?

A) All of the above, contributing to a smooth transition with minimal disruption to ongoing chat interactions.
B) Configuring the new platform to automatically migrate open chat sessions in progress during the cut-over period.
C) Testing data migration with sample chat sessions and verifying accurate transfer of conversation details and context.
D) Importing historical chat transcripts and associating them with corresponding cases or customer profiles.

5. While some of your suggestions aim to address Ursa Major Solar's need to accommodate new agents during peak season, they raise potential concerns and might not be the most optimal approach. Here's a breakdown:
Ursa Major Solar (UMS) is implementing Email-to-Case in its ...
Salesforce notaro which it has used in the past 2 years as its Case
Management system, to place is the party Email Channel provider. UMS is excited to learn about the artificial in capability in Einstein Case Classification and would like to prioritize the capturing the build as must-have After verifying the license, how should a consultant include the Einstein Case Classification capability in the same project?
Add two requirements to the backlog in the current release date
EmailMessage object to meet data requirements for Einstein formal Car
Cassium be up Einstein Case Classification.
Add the requirement to a future release since Einstein rends at least 400 the past 6 months to build the model in Email Channel Add the requirement in the current release as the customer are case records and because of the reed to prontice the manner Classification The most appropriate approach for incorporating Einstein Case Classification into the same project is to:
A) A Add two requirements to the backlog in the current release:
B) Ursa Major Solar has recently seen a big increase in case volume due to the launch of new product.
What should the company do to deflect cases?
Implement an internal knowledge base.
Implement a customer-facing knowledge base Implement a new channel in
SMS. Choose
While both implementing an internal knowledge base and implementing a
customer-facing knowledge base can help deflect cases, the most
impactful choice for Ursa Major Solar is:
Implementing a customer-facing knowledge base.
Ursa Major Solar decided to roll out Einstein Bots in all of the enhanced digital snipe channels for its retail customers, including Facebook Messenger, WhatsApp and Message for In-app and Web. The Salesforce administrators are not sure how many boss they sa and why.
Which recommendation should a consultant make to the Salesforce ..

A) bot. The same Einstein Bot can be deployed to all Enhanced Digital ... that Sent Cloud supports
B) Two bots. Fewer bots means less maintenance and the same can be p and
C) Three bots. One bot per channel will provide a chunne specific customer..

Solutions: