Free Contact-Center Practice Exam Questions Online

Why Salesforce Contact-Center Practice Exam Questions?

Ready to level up your Salesforce Contact-Center exam study? Just TheExamsLab Contact-Center practice tests free.

Contact-Center exam questions are expertly crafted practice tests designed to simulate the real Salesforce certification exam environment and help you assess your knowledge and figure out where you are lacking. From our free Salesforce Contact Center Accredited Professional (SU24) Contact-Center practice exam, you will feel secure in passing any question type or time limit. TheExamsLab offers the Contact-Center exam questions 2024. Don’t settle or do it half-heartedly get the best and invest in the best what you want is what you get.

Page: 1 / 42

Total 207 Questions | Updated On: Nov 20, 2024

Add To Cart

Question 1

The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

A : Track average call handle time and first-contact resolution rate.

B : Implement customer satisfaction surveys after interactions and analyze sentiment analysis.

C : Monitor agent performance against resolution time and escalation benchmarks.

D : All of the above, combined for a comprehensive view of customer satisfaction.

Answer: D

Question 2

The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

A : Track average call handle time and first-contact resolution rate.

B : Implement customer satisfaction surveys after interactions and analyze sentiment analysis.

C : Monitor agent performance against resolution time and escalation benchmarks.

D : All of the above, combined for a comprehensive view of customer satisfaction.

Answer: D

Question 3

Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?

A : Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.

B : Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.

C : Gather agent feedback through surveys and workshops to understand pain points and suggest improvements

D : All of the above, combining data-driven insights with customer and agent feedback for continuous optimization

Answer: D

Question 4

You‘re deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?

A : Configuring the rule to trigger automatic notifications and case creation for escalated calls.

B : Testing the escalation rule functionality with test calls and dummy scenarios before deployment.

C : Defining clear criteria for call escalation based on urgency and wait times.

D : All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.

Answer: D

Question 5

The customer prioritizes cost optimization and efficient resource allocation. Which design aspect contributes to this?

A : Develop extensive custom functionalities with high implementation and maintenance costs.

B : Leverage standard Salesforce features and pre-built functionalities to avoid custom development.

C : Implement resource-intensive automations without considering their impact on operational cost.

D : Optimize agent schedules and routing based on real-time call volume and workload.

Answer: B

Page: 1 / 42

Total 207 Questions | Updated On: Nov 20, 2024

Add To Cart