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Salesforce Contact Center Accredited Professional Sample Questions:

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

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

2. The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
Ursa Major Solar is advised by a consultant to utilize Continuous
Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not familiar with it and are questioning the benefits it yields.
What should the consultant outline as the advantage of a Cl process to the customer?

A) Creates and deletes package versions in each testing environment
B) Organizes source development into package directories
C) Ensures application quality before any corrupt change can get into the Source..

3. To validate email deliverability, you need to test spam filters and blacklists. Which tool helps with this process?

A) Configuring SPF, DKIM, and DMARC authentication protocols to improve email deliverability reputation.
B) Monitoring email logs and delivery reports within Salesforce for identifying blocked or bounced emails.
C) Email testing services like Mail Tester and GlockApps for analyzing email content and predicting spam filter activation.

4. The scope includes integration with legacy systems. Which factor should be carefully considered in the release plan?

A) All of the above, requiring careful planning and consideration for potential complexities.
B) Potential data migration challenges and ensuring data integrity during integration.
C) Development of custom Apex code for data exchange with legacy systems.
D) The availability and responsiveness of IT teams responsible for legacy systems.

5. Your KPIs include tracking customer satisfaction ratings for specific channels. Which feature facilitates this?

A) Einstein Feedback Surveys automatically sent based on interaction events and collecting customer feedback.
B) Surveys triggered after case closure based on case closure rules or manual initiation.
C) Custom Apex development for integrating third-party survey platforms into the Contact Center workflow.
D) All of the above, depending on the desired survey integration level and automation requirements.

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