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Sharpen Your Knowledge with Salesforce (Salesforce Contact Center Accredited Professional) Certification Sample Questions
CertsTime has provided you with a sample question set to elevate your knowledge about the Salesforce Contact Center Accredited Professional exam. With these updated sample questions, you can become quite familiar with the difficulty level and format of the real Salesforce Contact Center Accredited Professional certification test. Try our sample Salesforce Contact Center Accredited Professional certification practice exam to get a feel for the real exam environment. Our sample practice exam gives you a sense of reality and an idea of the questions on the actual Salesforce Accredited Professional Exams certification exam.
Our sample questions are similar to the Real Salesforce Contact Center Accredited Professional exam questions. The premium Salesforce Contact Center Accredited Professional certification practice exam gives you a golden opportunity to evaluate and strengthen your preparation with real-time scenario-based questions. Plus, by practicing real-time scenario-based questions, you will run into a variety of challenges that will push you to enhance your knowledge and skills.
Salesforce Contact Center Accredited Professional Sample Questions:
To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:
1. Omni-Channel Flow:
This is the primary type used to route the conversation from the bot to the queue.
The consultant can build a flow with a specific action to "Route Work Item."
This action allows you to specify the target queue where the conversation will be directed.
2. Dialog: (Optional)
While not required for basic transfers, dialogs can be used to
enhance the user experience during the transfer process.
For example, the consultant can create a dialog that informs the
customer about the need to transfer the conversation to a live agent
and provides estimated wait times.
Additionally, the dialog can collect any necessary information from the
customer before transferring the case to the queue.
A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.
Which tool should the consultant use?
The best practice that the consultant should observe when configuring case escalation rules is:
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.
Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?
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?
Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot.
How should a consultant suggest UMS configure its Experience Cloud site to support this?
The consultant should recommend implementing the requirement by setting
up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer
is asking about
How should a consultant accomplish this?
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