Free Practice Salesforce Contact-Center Exam Questions 2025

Stay ahead with 100% Free Salesforce Contact Center Accredited Professional (WI25) Contact-Center Dumps Practice Questions

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Total 207 Questions | Updated On: Feb 15, 2025

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Question 1

Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?

A : Integrating knowledge base articles within relevant chat conversations and case workflows.

B : Providing prominent access points to the new knowledge base across various customer-facing channels.

C : Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.

D : All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.

Answer: D

Question 2

Your data migration timeline is tight. Which option helps expedite the process?

A : Manual data entry into Salesforce records for critical information.

B : Utilizing data migration tools with automation capabilities and bulk processing features.

C : Outsourcing the data migration process to experienced third-party vendors.

D : All of the above, depending on the resources available and the complexity of the migration project.

Answer: D

Question 3

Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

A : Number of chat sessions handled by agents.

B : Total chat session duration divided by the number of sessions.

C : Time spent by agents actively engaged in chat sessions.

D : All of the above, depending on the desired AHT calculation scope and inclusivity.

Answer: D

Question 4

You need to set up email case creation. Which feature allows automatic case generation from incoming emails?

A : Workflow Rules with email field criteria triggering case creation.

B : Process Builder sequences defining steps for email parsing and case generation.

C : Email-to-Case enabled on the Case object with appropriate field mapping.

D : Einstein Bots configured to handle email inquiries and create cases if needed.

Answer: C

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: Feb 15, 2025

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