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Salesforce Contact Center Accredited Professional Sample Questions:

1. Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?

A) Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.
B) All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.
C) Manually reviewing and adjusting internal links and formatting within each article before migration.
D) Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.

2. The environments that should have a two-way deployment connection in
this scenario are Test Sandbox and Production Org.
Which requirement needs to be met to perform a quick deployment for
change sets or Metadata API components without testing the full
deployment?

A) Each class and trigger that was deployed is covered by at least 75% jointly
B) Tests in the org or al local tests are run and Apex trigger have some coverage
C) Components have been validated successful for the target event within least
70 days

3. While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?

A) Messaging for In-App
B) SMS Messaging
C) Facebook Messenger

4. You need to configure dashboards and reports for KPI visualization. Which platform offers the most flexibility?

A) Einstein Analytics with customizable dashboards and visual data storytelling capabilities.
B) All of the above, depending on the desired level of detail, visual representation, and data access.
C) Salesforce Reporting tools for generating detailed reports and data analysis.
D) Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.

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

A) Email-to-Case enabled on the Case object with appropriate field mapping.
B) Einstein Bots configured to handle email inquiries and create cases if needed.
C) Workflow Rules with email field criteria triggering case creation.
D) Process Builder sequences defining steps for email parsing and case generation.

Solutions: