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Salesforce-Contact-Center dumps questions answers

Salesforce Salesforce-Contact-Center Dumps

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Salesforce Contact Center Accredited Professional Exam
Last Update: Jun 14, 2024
205 Questions with Explanation
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Salesforce Contact Center Accredited Professional Exam Questions and Answers

Questions 1

Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?



Omni-Channel Routing


Case Management


Service Cloud Einstein


Customer Community

Questions 2

The company‘s primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?



Average Contact Handle Time (AHT)


First Contact Resolution (FCR) Rate


Customer Satisfaction (CSAT) Score


Net Promoter Score (NPS)

Questions 3

The customer wants to measure the effectiveness of self-service options. Which metrics would be most relevant?



Track the number of cases deflected by self-service compared to the total case volume.


Monitor customer satisfaction surveys completed after using self-service options.


Analyze average resolution times for cases initiated through self-service versus traditional channels.


All of the above, providing a comprehensive view of self-service effectiveness and user experience.