Free Salesforce Contact-Center Exam Questions
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Salesforce Contact-Center Exam Questions
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Provided By: Salesforce
- Exam: Salesforce Contact Center Accredited Professional (WI25)
- Certification: Salesforce Accredited Professional
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Total Questions: 207
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Updated On: Feb 14, 2025
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Rated: 4.9 |
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Online Users: 414
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Question 1
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Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?
Answer: D
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Question 2
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The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?
Answer: B
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Question 3
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The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
Ursa Major Solar is advised by a consultant to utilize Continuous
Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not
familiar with it and are questioning the benefits it yields.
What should the consultant outline as the advantage of a Cl process to the
customer?
Answer: B
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The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
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Question 4
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Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?
Answer: D
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Question 5
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A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours Which set of functionalities should the consultant research in this case?
Answer: C
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