We have prepared Salesforce Contact Center Accredited Professional certification sample questions to make you aware of actual exam properties. This sample question set provides you with information about the Salesforce Contact Center Accredited Professional exam pattern, question formate, a difficulty level of questions and time required to answer each question. To get familiar with Salesforce Contact Center Accredited Professional exam, we suggest you try our Sample Salesforce Contact Center Accredited Professional Certification Practice Exam in simulated Salesforce certification exam environment.
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Salesforce Contact Center Accredited Professional Sample Questions:
01. How does a comprehensive understanding of the customer journey assist in the customization of communication channels in a Contact Center?
a) It influences the selection of plants for the office environment.
b) It allows for the optimization of each channel to meet specific stages of the customer journey, enhancing the overall customer experience.
c) It determines the color schemes for each channel based on customer preferences.
d) It dictates the brand of computers used by the center.
02. In a Contact Center implementation, why is it important to prioritize measurements for success (KPIs) based on company strategy?
a) To make sure that KPIs align with and support strategic business goals, providing meaningful metrics.
b) To align with the preferences of the technology provider.
c) To ensure that KPIs reflect the aesthetic preferences of stakeholders.
d) To facilitate easier configuration of office equipment.
03. Which of the following is an essential activity when mapping use cases to third-party systems in a Contact Center implementation?
a) Reviewing the marketing materials of third-party vendors
b) Comparing costs of all third-party systems
c) Evaluating third-party system APIs for compatibility and integration potential
d) Assessing the graphical user interface design of third-party systems
04. How does defining personas benefit the Contact Center design process?
a) It helps in choosing technology stacks
b) It assists in creating job descriptions for hiring
c) It determines the physical layout of the Contact Center
d) It aids in designing a system that meets the specific needs of different user types
05. In the discovery phase of a Contact Center project, why is it essential to define detailed personas?
a) To tailor the Contact Center's functionalities to meet the specific needs and expectations of different user groups, enhancing user experience.
b) To select the most suitable office locations based on persona preferences.
c) To influence the scheduling of team-building activities.
d) To determine the color palette for the Contact Center's interior design.
06. Why is it crucial to define personas in the discovery phase of planning a Contact Center?
a) It helps tailor the customer service approach to meet the specific needs of different customer groups, enhancing personalization and effectiveness.
b) It determines the corporate dress code.
c) It assists in determining the office layout.
d) It influences the selection of cafeteria menus.
07. What advantage does conducting stakeholder interviews provide during the discovery phase of Contact Center planning?
a) It influences the annual budget allocation for entertainment.
b) It ensures that the planned features and functionalities meet the actual needs and expectations of all relevant parties, improving project outcomes.
c) It helps in choosing the right office plants.
d) It determines the brand of coffee served in the center.
08. When evaluating the need for features and capabilities in a Contact Center, what should be the main criterion?
a) The alignment with defined customer use cases and business requirements.
b) The personal preference of the project lead.
c) The promotional offerings from vendors.
d) The technological sophistication of the features.
09. Why is it crucial to map customer touchpoints and service journeys in the discovery phase of a Contact Center project?
a) To facilitate the selection of ergonomic furniture for the center.
b) To enable the design of a Contact Center that effectively addresses all stages of customer interaction, optimizing customer satisfaction.
c) To decide on promotional themes for marketing campaigns.
d) To determine the locations for new office branches.
10. What is a critical step when conducting interviews to define stakeholders in a Contact Center project?
a) Deciding on the timeline for project completion
b) Choosing communication tools for stakeholder updates
c) Understanding the roles and influence of each stakeholder on the project
d) Determining the budget allocation per department
Answers:
Question: 01
Answer: b |
Question: 02
Answer: a |
Question: 03
Answer: c |
Question: 04
Answer: d |
Question: 05
Answer: a |
Question: 06
Answer: a |
Question: 07
Answer: b |
Question: 08
Answer: a |
Question: 09
Answer: b |
Question: 10
Answer: c |
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