Salesforce Contact Center Accredited
Professional Exam Questions With
100% Verified Answers
What are the curriculum included in the contact center learning
series? -
correct answer ✅Contact Center, Self Service, Digital Engagement,
Voice, Einstein Conversation Insights
What is AHT -
correct answer ✅Average Handle Time
What is ACD -
correct answer ✅Automatic Call Distributor
What is ATA -
correct answer ✅Average time of abandonment
What is CCR ? -
correct answer ✅Customer controlled routing
What is CLI in contact center management? -
correct answer ✅Calling line identity
, Salesforce Contact Center Accredited
Professional Exam Questions With
100% Verified Answers
What is CSAT? -
correct answer ✅Customer Satisfaction
What is CTI ? -
correct answer ✅Computer telephony Integration
What percentage of customers expect companies to understand
their unique needs? -
correct answer ✅73%
What are the key components of the Contact Center solution? -
correct answer ✅Voice, Digital Channels, Automation, Self Service
and AI
What is the strategy to drive efficiency by decreasing support
volume per customer across channels called? -
correct answer ✅Shift to Scale
A high call abandonment rate indicates what? -
correct answer ✅low customer satisfaction
Professional Exam Questions With
100% Verified Answers
What are the curriculum included in the contact center learning
series? -
correct answer ✅Contact Center, Self Service, Digital Engagement,
Voice, Einstein Conversation Insights
What is AHT -
correct answer ✅Average Handle Time
What is ACD -
correct answer ✅Automatic Call Distributor
What is ATA -
correct answer ✅Average time of abandonment
What is CCR ? -
correct answer ✅Customer controlled routing
What is CLI in contact center management? -
correct answer ✅Calling line identity
, Salesforce Contact Center Accredited
Professional Exam Questions With
100% Verified Answers
What is CSAT? -
correct answer ✅Customer Satisfaction
What is CTI ? -
correct answer ✅Computer telephony Integration
What percentage of customers expect companies to understand
their unique needs? -
correct answer ✅73%
What are the key components of the Contact Center solution? -
correct answer ✅Voice, Digital Channels, Automation, Self Service
and AI
What is the strategy to drive efficiency by decreasing support
volume per customer across channels called? -
correct answer ✅Shift to Scale
A high call abandonment rate indicates what? -
correct answer ✅low customer satisfaction
