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Salesforce Salesforce-Contact-Center Dumps Questions Answers

Salesforce-Contact-Center exam

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Salesforce Contact Center Accredited Professional Exam

Last Update Jun 17, 2024
Total Questions : 205

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Last Update Jun 17, 2024
Total Questions : 205

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Total Questions : 205

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Salesforce Contact Center Accredited Professional Exam Questions and Answers

Questions 1

Your customer expects high call volume during peak hours. Which solution best ensures contact center scalability?

Options:

A.

Implement custom Apex code for routing and case management.

B.

Configure multiple queues and leverage Omni-Channel Routing for dynamic agent availability.

C.

Utilize a third-party call center solution integrated with Salesforce.

D.

Increase agent resources without considering automation or process optimization.

Questions 2

The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?

Options:

A.

Case Volume Deflection Rate

B.

Customer Effort Score (CES)

C.

Number of Knowledge Base Articles Viewed

D.

Web Chat Engagement Rate

Questions 3

Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?

Options:

A.

Integrating knowledge base articles within relevant chat conversations and case workflows.

B.

Providing prominent access points to the new knowledge base across various customer-facing channels.

C.

Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.

D.

All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.