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Salesforce-Contact-Center dumps questions answers

Salesforce Salesforce-Contact-Center Dumps

Exam Code:
Salesforce-Contact-Center
Exam Name:
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?

Options:

A.

Omni-Channel Routing

B.

Case Management

C.

Service Cloud Einstein

D.

Customer Community

Questions 2

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

Options:

A.

Average Contact Handle Time (AHT)

B.

First Contact Resolution (FCR) Rate

C.

Customer Satisfaction (CSAT) Score

D.

Net Promoter Score (NPS)

Questions 3

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

Options:

A.

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

B.

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

C.

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

D.

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