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Salesforce Contact Center Accredited Professional Exam

Last Update May 3, 2024
Total Questions : 205

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Total Questions : 205

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Salesforce Contact Center Accredited Professional Exam Questions and Answers

Questions 1

Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?

Options:

A.

Develop custom dashboards for detailed agent performance analysis and identify areas for improvement.

B.

Implement automated case categorization and routing to optimize agent utilization.

C.

Offer self-service options and chatbots to deflect simple inquiries and reduce call volume.

D.

All of the above, promoting operational efficiency and minimizing unnecessary resource usage.

Questions 2

Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?

Options:

A.

Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.

B.

Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.

C.

Documenting API configurations and connection details for external integrations after successful migration and testing.

D.

All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.

Questions 3

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

Options:

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.

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