Salesforce Contact Center Accredited Professional Certification Exam Sample Questions

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Salesforce Contact Center Accredited Professional Sample Questions:

 

01. What should be included in user acceptance testing (UAT) during deployment?
a) Automation of all workflows.
b) Validation of critical business processes.
c) Configuration of routing logic.
d) Disabling SLA milestones.
 
02. Which Omni-Channel feature helps monitor real-time agent availability?
a) Omni-Channel Supervisor.
b) Skill-Based Routing.
c) Case Management.
d) Chat Transcripts.
 
03. What are essential considerations when configuring Omni-Channel Routing?
(Choose two)
a) Defining priority levels for different case types.
b) Enabling session persistence for messaging channels.
c) Automating SLA milestone calculations.
d) Assigning routing configurations based on agent skills.
 
04. When configuring self-service functionality, which Salesforce feature is most relevant?
a) Service Console.
b) Knowledge Articles.
c) Omni-Channel Supervisor.
d) Case Milestones.
 
05. What is a key consideration when designing a Contact Center’s release management plan?
a) Releasing all features in a single deployment.
b) Disabling all existing processes during the deployment.
c) Avoiding pilot programs for new features.
d) Ensuring minimal downtime during cutover.
 
06. Which steps ensure proper configuration of SLA milestones?
(Choose two)
a) Defining criteria for response and resolution times.
b) Automating SLA updates based on case priority.
c) Configuring routing rules for escalated SLAs.
d) Integrating SLA metrics with external reporting tools.
 
07. What information should be gathered during discovery interviews with stakeholders?
(Choose two)
a) Preferred Salesforce reporting tools.
b) Existing system integrations.
c) Current data migration strategy.
d) Key business objectives and goals.
 
08. When preparing for data migration during deployment, what is a critical step?
a) Automating all data mapping.
b) Validating data integrity post-migration.
c) Limiting migration to high-priority records.
d) Disabling all integrations temporarily.
 
09. How can you ensure that business processes are fully supported by Contact Center features?
a) Prioritize advanced integrations with third-party systems.
b) Implement all Salesforce Contact Center capabilities.
c) Conduct a gap analysis during discovery.
d) Automate routing logic using AI tools.
 
10. Which Salesforce feature supports automated workflows for customer cases?
a) Einstein Analytics.
b) Flow Builder.
c) Omni-Channel Supervisor.
d) SLA Milestones.

Answers:

Question: 01
Answer: b		 Question: 02
Answer: a		 Question: 03
Answer: a, d		 Question: 04
Answer: b		 Question: 05
Answer: d
Question: 06
Answer: a, b		 Question: 07
Answer: b, d		 Question: 08
Answer: b		 Question: 09
Answer: c		 Question: 10
Answer: b

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