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Salesforce Contact Center Accredited Professional Sample Questions:

1. Ursa Major Solar has recently completed testing of its upgrade to
Enhanced Digital Engagement channels. A consultant needs to now move
the WhatsApp number on the testing sandbox to production.
How should the consultant accomplish this?

A) Request a new number for the production org
B) Enter the existing number when creating the channel in production
C) Log a case with Salesforce Customer Support

2. Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?

A) All of the above, enabling seamless integration and routing of social media interactions within the Contact Center.
B) Omni-Channel routing rules directing social media messages to qualified agents based on content and context.
C) Flow Builder with social media connectors for creating automated processes in response to social interactions.
D) Salesforce Social Studio for managing social media engagement and customer inquiries.

3. The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.
A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.
The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging Which capability should a consultant recommend?

A) Interactive Messaging Components in the Service Connect
B) Quick Texts for Messaging in the Service Console
C) The Messaging for Agents guided flow in the Service Console

4. Your bot design includes handoff to live agents for complex inquiries. Which feature facilitates this seamless transition?

A) All of the above, providing various options for smooth and informed handoff from bot to agent interactions.
B) Supervisor Console allowing supervisors to manually transfer chat sessions to specific agents.
C) Contextual handoff functionality preserving chat history and customer information for the agent.
D) Escalation Rules automatically transferring chat sessions to agents based on defined criteria.

5. Validating chatbot functionality involves testing natural language processing (NLP) accuracy. Which tool can help with this?

A) Monitoring chatbot logs and chat transcripts to identify misinterpretations of user queries.
B) Utilizing NLP testing tools like Annotate.io or MonkeyLearn to analyze bot responses and accuracy.
C) Conducting user testing sessions with real customers to gather feedback on chatbot interactions and understanding.
D) All of the above, providing multi-faceted insights into chatbot NLP performance and user experience.

Solutions: