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Salesforce Contact Center Accredited Professional Sample Questions:

1. The consultant should suggest UMS configure its Experience Cloud site to support the desired chat routing using the following approach:
Pass in the User ID field as a hidden pre-chat field and check the value of that field in an Omni-Channel flow to determine the routing destination.
The customer service manager at Universal Containers wants to implement a process to ensure cases that are not resolved in time get brought to the attention of more experienced service agents. A consultant has proposed to implement case escalation rules for this. Which best practice should the consultant observe when configuring case escalation rules?

A) Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met a case still gets evaluated.
B) Create a maximum of 25 Rule Entries to make the escalation rules easy to maintain for an administrator.
C) Put the most complex escalation Rule Entry at the end of the sort order to improve system performance.

2. You're deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?

A) All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.
B) Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.
C) Training agents on using the social media listening tool to effectively engage with customers and address concerns.
D) Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.

3. You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?

A) All of the above, contributing to a smooth and efficient transition for handling social media inquiries.
B) Ensuring seamless continuity of ongoing social media conversations during the cut-over process.
C) Automating case creation and assignment based on social media message content and customer profiles.
D) Pre-populating agent dashboards with relevant information about incoming social media interactions.

4. You're deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?

A) All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.
B) Configuring clear opt-out options for customers within the chat window and on website landing pages.
C) Defining precise triggers for proactive chat engagement based on website visitor behavior and context.
D) Providing agents with readily available customer context and browsing history within the chat interface.

5. The customer needs real-time sentiment analysis during calls. Which third-party integration might be beneficial?

A) Google Cloud AI
B) Zendesk
C) Genesys Cloud CX
D) Zoom

Solutions: