Salesforce-Contact-Center Exam Questions Tutorials

Salesforce Contact Center Accredited Professional Exam Questions and Answers

Question 45

The company prioritizes identifying trends and patterns in customer behavior. Which KPI is most valuable for this analysis?

Contact Reason Categorization

Peak Volume Hours

Customer Journey Mapping

Case Resolution Trends

Question 46

Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?

Salesforce Data Loader for bulk data imports and basic field validation.

Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.

Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.

All of the above, offering various options for ensuring data quality and reliable metric interpretation.

Question 47

Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?

Develop custom dashboards for detailed agent performance analysis and identify areas for improvement.

Implement automated case categorization and routing to optimize agent utilization.

Offer self-service options and chatbots to deflect simple inquiries and reduce call volume.

All of the above, promoting operational efficiency and minimizing unnecessary resource usage.

Question 48

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

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

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

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

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