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Salesforce Salesforce-Contact-Center Exam With Confidence Using Practice Dumps

Exam Code:
Salesforce-Contact-Center
Exam Name:
Salesforce Contact Center Accredited Professional Exam
Certification:
Accredited Professional Certification
Vendor:
Salesforce
Questions:
205
Last Updated:
Nov 21, 2024
Exam Status:
Stable
Salesforce Salesforce-Contact-Center

Salesforce-Contact-Center: Accredited Professional Certification Exam 2024 Study Guide Pdf and Test Engine

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Salesforce Contact Center Accredited Professional Exam Questions and Answers

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Question 1

Based on the scenario and considering regulatory limitations, the most suitable messaging channel for Ursa Major Solar (UMS) to proactively initiate conversations with previous contact center customers is Messaging for Web.

An insurance company handles a large volume of cases every year. The companies communicate with the customer and other third parties through related cases und the same customer issue. Currently, they find it confusing to follow the count appears from different people and channels.

What should a consultant utilize to design a solution so the common is easier to follow, but still relatable to the original customer case?

Options:

A.

Chatter

B.

Case Comments

C.

Case Hierarchy

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Question 2

The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?

Options:

A.

Customer Satisfaction (CSAT) Score

B.

Net Promoter Score (NPS)

C.

Average Contact Handle Time (AHT)

D.

Case Resolution Rate

Question 3

Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?

Options:

A.

Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.

B.

Providing comprehensive training on the new platform‘s features and functionalities for report creation and analysis.

C.

Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.

D.

All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system.

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