Salesforce Salesforce-Contact-Center Actual Questions

Salesforce Contact Center Accredited Professional Exam Questions and Answers

Question 13

Your customer wants to improve agent productivity. Which future functionality could be most impactful?

Implement knowledge base suggestions and AI-powered case deflection tools.

Develop automated workflows for repetitive tasks and case escalations.

Integrate self-service options and chatbots for simple customer inquiries.

All of the above, empowering agents with streamlined tools and automated processes.

Question 14

You‘re validating performance requirements for the deployed system. Which tool helps assess system responsiveness and handle load testing?

Analyzing system logs and resource utilization data to identify performance bottlenecks and resource constraints.

Utilizing performance testing tools to simulate user activity and analyze response times, throughput, and stability under load.

Monitoring agent feedback and user experience reports for any performance issues or service delays after deployment.

All of the above, providing a holistic view of system performance and adherence to defined responsiveness and load handling requirements.

Question 15

The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

Routing Rules

Skill-Based Routing

Entitlements

Omni-Channel Presence

Question 16

Your customer has a small-scale implementation with a tight timeline. Which release strategy best suits this scenario?

Big bang deployment with all features rolled out simultaneously.

Phased approach with incremental releases and controlled rollouts.

Pilot deployment with a limited user group for initial testing and feedback.

Continuous integration and continuous delivery (CI/CD) for rapid iterative updates.