Salesforce Salesforce-Contact-Center Salesforce Contact Center Accredited Professional Exam Exam Practice Test Questions

• Question 1

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

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

  Show Answer Answer: C Next

• Question 2

  You need to validate web form functionality. Which method provides the most direct test?

  • Reviewing form configuration settings and field mappings within Salesforce.
  • Manually submitting test data through the web form and verifying case creation in Salesforce.
  • Monitoring web server logs for form access and error messages to identify technical issues.
  • All of the above, offering complementary perspectives on web form functionality and potential challenges.

  Show Answer Answer: D Next

• Question 3

  Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut- over requirement helps mitigate compliance risks?

  • Verifying agent training on call scripts and adherence to regulatory requirements.
  • Ensuring proper opt-in mechanisms and customer consent management for outbound calls.
  • Implementing recording and call monitoring functionalities for compliance audits and quality control.
  • All of the above, contributing to a compliant and responsible outbound calling operation.

  Show Answer Answer: D Next

• Question 4

  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?

  • SMS Messaging
  • Facebook Messenger
  • Messaging for In-App

  Show Answer Answer: A, ,B, ,C Next

• Question 5

  The most suitable functionality to automatically assign cases to an account's dedicated service agent, thereby improving service level quality, is Case Assignment Rules. Here's why:Ursa Major Solar (UMS) wants to implement Service Cloud Voice. UMS is satisfied with it current telephony provider, which can be used with Voice.Which Service Cloud Voice telephony model should a consultant recommend?

  • Service Cloud Voice with partner telephony Service Cloud Voice with Amazon Connect
  • Service Cloud Voice with partner telephony from Amazon Connect Given that Ursa Major Solar (UMS) is already satisfied with their current
  • Telephony provider and it can be used with Service Cloud Voice, the most suitable telephony model is Service Cloud Voice with partner telephony.

  Show Answer Answer: B Next