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Salesforce Contact Center Accredited Professional Sample Questions:

1. I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the

A) Messaging for Wed
B) SMS
C) Facebook Messenger

2. Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?

A) Data Quality Rules automatically highlighting inconsistencies and missing information in case fields.
B) Reporting tools showing trends and patterns in case data entry and field values.
C) All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.
D) Case History related list displaying all updates and changes made to a specific case record.

3. Your project requires migrating custom objects and their associated dat a. Which data preparation step helps maintain field-level validation rules and triggers?

A) Manually reviewing and verifying the accuracy and functionality of imported validation rules and triggers after data migration.
B) All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects.
C) Configuring the new system to automatically recognize and apply existing field-level validation rules and triggers during data migration.
D) Exporting custom objects and data along with associated validation rules and trigger definitions for import into the new system.

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

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

5. Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?

A) Data Import Wizard with duplicate prevention settings during bulk data importing.
B) All of the above, working together to prevent duplicate records and ensure data integrity after migration.
C) Workflow Rules automatically triggering deduplication logic based on specific data fields.
D) Matching rules defining criteria for identifying and merging duplicate records.

Solutions: