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Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

A) Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.
B) Develop custom case fields and workflows to capture and track customer feedback internally.
C) Integrate with a third-party survey platform for customization and detailed analysis.
D) Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.

2. 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?

A) Create an Apex trigger that checks the default business hours and the business hours on an escalation.
B) Set up the organization's default business hours and set up another set of business ho the second option
C) Set up the organization's default business hours and create an escalation rule where the case matches the criteria associated with different business hours.

3. The customer requires secure access control for sensitive customer dat
a. Which functionality is most important?

A) Two-Factor Authentication (2FA)
B) Encrypted Case Histories
C) Field-Level Security

4. Your deployment involves migrating historical case dat
a. Which data preparation step helps maintain case history and audit trails accurately?

A) Transferring all available case data, including comments, attachments, and activity logs, during the migration process.
B) All of the above, contributing to a complete and accessible migration of historical case data with preserved context and audit trails.
C) Configuring the new system to preserve chronological order and timestamps associated with historical case events.
D) Testing case history access and audit trail functionality to verify accurate retrieval and display of historical information.

5. Your data migration plan involves staged rollouts for different user groups. Which data preparation step facilitates this approach?

A) Dividing customer data into separate subsets based on user groups for targeted and phased migration.
B) All of the above, contributing to a controlled and efficient data migration process with minimal disruption to different user groups.
C) Configuring role-based access controls within the new system to ensure data access aligns with user group assignments.
D) Testing data migration functionalities with pilot groups to identify and address any issues before broader rollout.

Solutions: