Free Contact-Center Exam Questions - Easiest Way for Success

Prepare for the Salesforce Contact-Center exam questions with our authentic preparation materials, including free Contact-Center practice exam questions and answers. TheExamsLab provides all the support you need to succeed in the Salesforce Contact Center Accredited Professional Contact-Center exam. This dedication to student success is why we have the most satisfied Contact-Center certification exam candidates worldwide.

Page: 1 / 42

Total 207 Questions | Updated On: Sep 12, 2024

Add To Cart

Question 1

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 2

Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?

A : Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.

B : Providing comprehensive training on the new platform‘s features and functionalities for report creation and analysis.

C : Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.

D : All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system.

Answer: D

Question 3

The customer values user adoption and training. Which element should be prioritized in the implementation plan?

A : Extensive technical documentation and configuration guides.

B : Comprehensive change management and communication strategy.

C : End-to-end user training programs and support resources.

D : Development and testing of core functionalities before focusing on user experience.

Answer: C

Question 4

The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console. Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal. Which Experience Cloud template should a consultant recommend

A : Help Center

B : Customer Service

C : Customer Account Portal

Answer: A

Question 5

A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours Which set of functionalities should the consultant research in this case?

A : Messaging for Web and Einstein Bots

B : Web to Chat and Embedded Service

C : Messaging for Web and Embedded Service

Answer: C

Page: 1 / 42

Total 207 Questions | Updated On: Sep 12, 2024

Add To Cart