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Salesforce-Contact-Center Reviews Questions

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Total 205 questions
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Salesforce Contact Center Accredited Professional Exam Questions and Answers

Question 5

The correct steps for UC to create a service report with 50 object

references are

A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound conversations, which created a simple Omni-Channel flow for the bot

What does the consultant need to specify to use this flow in the channel setting other than selecting the flow?

Options:

A.

Inbound Flow Action

B.

Route Work Item

C.

Fallback Queue

Question 6

You‘re preparing historical call recordings for migration. Which step helps improve audio quality and accessibility for playback within the new system?

Options:

A.

Converting call recordings to a supported audio format compatible with the new Contact Center platform.

B.

Implementing speech-to-text conversion for call recordings and making transcripts available alongside audio files.

C.

Optimizing audio file size while maintaining optimal sound quality for clear playback and analysis.

D.

All of the above, contributing to improved accessibility and analysis capabilities for historical call recordings.

Question 7

The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this?

Options:

A.

Analytics Cloud

B.

Reports & Dashboards

C.

Einstein Bots

D.

Einstein Discovery

Question 8

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

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Total 205 questions
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