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Salesforce Contact Center Accredited Professional Exam Questions and Answers

Question 37

The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.

Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can

be answered.

Which changes to the Contact Support form process should a consultant suggest to improve the response times?

Options:

A.

A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword

B.

Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.

C.

Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each

Question 38

The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?

Options:

A.

Develop custom formulas to calculate customer loyalty and contract value score.

B.

Configure case fields to capture customer tier and contract details for manual prioritization.

C.

Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.

D.

Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.

Question 39

Your data migration timeline is tight. Which option helps expedite the process?

Options:

A.

Manual data entry into Salesforce records for critical information.

B.

Utilizing data migration tools with automation capabilities and bulk processing features.

C.

Outsourcing the data migration process to experienced third-party vendors.

D.

All of the above, depending on the resources available and the complexity of the migration project.

Question 40

The environments that should have a two-way deployment connection in

this scenario are Test Sandbox and Production Org.

Which requirement needs to be met to perform a quick deployment for

change sets or Metadata API components without testing the full

deployment?

Options:

A.

Each class and trigger that was deployed is covered by at least 75% jointly

B.

Tests in the org or al local tests are run and Apex trigger have some

coverage

C.

Components have been validated successful for the target event within least

70 days