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Salesforce Contact Center Accredited Professional Sample Questions:

1. A project sponsor has informed a consultant that customer satisfaction is their top..
Which Contact Center metric should the consultant prioritize improving?

A) Average Handle Time
B) Average Wait Time
C) First Call Resolution(correct)

2. The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

A) Omni-Channel Presence
B) Skill-Based Routing
C) Routing Rules
D) Entitlements

3. Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?

A) Making the dashboard easily accessible and readily available within the agent interface.
B) All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.
C) Customizing the dashboard layout and visualizations to align with agent preferences and needs.
D) Providing comprehensive training on the dashboard features and metrics for agents.

4. Your scenario involves transitioning to a new self-service portal for customers. Which cut-over requirement helps ensure successful user adoption and engagement?

A) Implementing robust search functionalities and user-friendly navigation within the new self-service portal.
B) All of the above, contributing to a positive user experience and encouraging customer adoption of the new portal.
C) Conducting user testing and gathering feedback on the portal's usability and accessibility.
D) Launching awareness campaigns and providing clear guidance on how to use the new self-service portal.

5. The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

A) Customer Lifetime Value (CLTV)
B) Net Promoter Score (NPS)
C) First Contact Resolution (FCR) Rate
D) Customer Effort Score (CES)

Solutions: