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Salesforce Contact Center Accredited Professional Exam Dumps

Last Updated : Jan 26, 2025
Total Questions : 207

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Salesforce Contact Center Desktop Practice
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Last Updated : Jan 26, 2025
Total Questions : 207
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Salesforce Contact Center Questions & Answers
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Last Updated : Jan 26, 2025
Total Questions : 207
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Salesforce Contact Center Web Based Self Assessment Practice Test

Last Updated : Jan 26, 2025
207 Total Questions
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Following are some Salesforce Contact Center Exam Questions for Review

To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter's limitations:

A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.

Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?



The reason why the work that was already in the queue is not being pushed to agents is:

The "Apply to existing records in queue" option was not selected.

At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer

What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?



The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.

An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue

What is the reason for the work that was already in the queue not being pushed to agents?



To comply with the "Eliminate duplicate email attachments" setting while processing PDFs in a high-volume email environment, the consultant should consider this approach:

Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation.

How should a consultant recommend UC configure this solution?



The most suitable Service Cloud Voice feature for Ursa Major Solar to

protect customer information during phone interactions is:

Pause/Resume Call Recording

A client requires that their Messaging for Web customers are able to see

wait times when starting an interaction. They also want to allow a banner to

inform customers that chats are unavailable outside of business hours.

What are some of the required configurations in this solution?



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