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

QUESTION NO: 1
While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar ' s goal of connecting customers with subject-matter experts (SMEs) for real-time, detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for Web.
A consultant is preparing post-implementation training material for the agents and supervisors in an environment that uses Service Cloud Voice with Amazon Connect. Supervisors need to track key performance indicators (KPIs), such as calls answered. average handle time, and average speed to answer.
Where should the consultant point supervisors to track these KPIs?

QUESTION NO: 2
You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?

QUESTION NO: 3
Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?

QUESTION NO: 4
The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?

QUESTION NO: 5
Validating Omni-Channel routing effectiveness involves monitoring agent workload. Which tool helps with this?

QUESTION NO: 6
Based on the scenario and considering regulatory limitations, the most suitable messaging channel for Ursa Major Solar (UMS) to proactively initiate conversations with previous contact center customers is Messaging for Web.
An insurance company handles a large volume of cases every year. The companies communicate with the customer and other third parties through related cases und the same customer issue. Currently, they find it confusing to follow the count appears from different people and channels.
What should a consultant utilize to design a solution so the common is easier to follow, but still relatable to the original customer case?

QUESTION NO: 7
The IT team wants to integrate Salesforce with their existing CRM system. Which future functionality would facilitate this?

QUESTION NO: 8
The customer wants to streamline agent onboarding and training. Which feature promotes reusability and maintainability?

QUESTION NO: 9
The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?

QUESTION NO: 10
Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

QUESTION NO: 11
Your bot requirements include personalized greetings and information based on customer data. Which Salesforce feature enables this?

QUESTION NO: 12
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?

QUESTION NO: 13
I ' d recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar ' s (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the

QUESTION NO: 14
Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?

QUESTION NO: 15
The customer wants to minimize disruption during rollout. Which release management technique is most suitable?