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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:
Dec 22, 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

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

Options:

A.

Develop unique training guides and resources for each agent role and case type.

B.

Create standard operating procedures (SOPs) documented within Salesforce Knowledge Base articles.

C.

Leverage Service Cloud Knowledge articles with searchable information and step-by-step guides for common tasks.

D.

Design personalized training materials tailored to specific agent skill sets and needs.

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Question 2

The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

Options:

A.

Net Promoter Score (NPS)

B.

Customer Lifetime Value (CLTV)

C.

Customer Effort Score (CES)

D.

First Contact Resolution (FCR) Rate

Question 3

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

Options:

A.

Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.

B.

Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.

C.

Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.

D.

All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.

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