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Salesforce Contact Center Accredited Professional Sample Questions:

1. Your scenario involves routing calls based on language spoken. Which feature facilitates this?

A) Phone Numbers configured with specific languages and automatic call routing.
B) Custom Apex code defining language detection and routing logic.
C) Integrated Speech-to-Text (STT) and language identification tools for real-time routing.
D) Omni-Channel routing with skill mapping based on agent language proficiency.

2. Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?

A) Omni-Channel routing rules directing social media messages to qualified agents based on content and context.
B) Salesforce Social Studio for managing social media engagement and customer inquiries.
C) Flow Builder with social media connectors for creating automated processes in response to social interactions.
D) All of the above, enabling seamless integration and routing of social media interactions within the Contact Center.

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

A) Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.
B) All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.
C) Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.
D) Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.

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

A) Net Promoter Score (NPS)
B) Customer Effort Score (CES)
C) First Contact Resolution (FCR) Rate
D) Customer Lifetime Value (CLTV)

5. The best practice that the consultant should observe when configuring case escalation rules is:
Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated.
Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?

A) Dialog
B) Omni-Channel Flow
C) Queue

Solutions: