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Salesforce Communications Cloud Accredited Professional Sample Questions:

1. Universal containers (UC) is a communication service provider using commination cloud. UC gathered the following from their sales agent about their current legacy system quoting and order capture flows
* They often need to refer back to their documents for routine customer requests
* They are able to handle the majority of customer request themselves despite of current challenges
* Routine customer requests require many clicks and they want the new system to focus user experience.
One of the common MACD transactions is to increase the quality of the assets What approach should a consultant recommend for designing the quoting and order capture flow in communication cloud to alleviate the agents' feedback while minimizing implementation efforts?

A) Build a custom CPQ Cart using FlexCards and LWC to align to the legacy systems UI
B) Leverage guided selling OmniScripts for common use cases and the CPQ cart for other use cases.
C) Leverage omni scripts for all used cases to minimize the training efforts for the sales agents.
D) Leverage the CPQ cart for all cases minimize the implementation effort

2. Universal Containers (UC) is implementing communication cloud one of the key drivers of their digital transformation is to migrate their high number of B2C customer churn over the past few years. Which two actions will help identify and proactively reduce churn while minimizing the implementation effect.

A) Create a churn trend app from a template in CRM analytics to identify customer likely to churn
B) Create a churn trend report via salesforce report based on disconnect order to identify customers likely to churn
C) Expose next best action based on Einstein Discovery prediction to give the customer a discount if they are likely to churn.
D) Create Churn trend reports in CRM Analytics that brings the data from communication cloud and legacy system to identify the customer likely to churn

3. A telecom service provider offers internet, mobile and TV services that can be sold as bundled and independently. Fulfillment consultant designer is designing the orchestration order that contains any combination to consistently improve the customer satisfaction, the consultant need to design a solution that makes the service available to consumers for consumption and support changes for completely fulfilled offers even when other are still being same. what is the recommendation approach for an assets management strategy in this case?

A) Module the offer as a triple play bundle, Use staged assetization in orchestration to assetize the offer that have been ordered
B) Module the offer as a triple play bundle, Use standard assetization in orchestration to assetize the offer that have been ordered
C) Module the offer as a top level offers, Use staged assetization in orchestration to assetize the offer that have been ordered
D) Module each offer as top offer, Use the standard assetization in orchestration to assetize the offer that have been ordered

4. United Telecom has release plan for their digital transformation it includes both legacy CRM and their new communication cloud, both of which will be active until the digital transformation is complete. Customer data from the legacy CRM will be migrated into communication cloud as part of first phase of the digital transformation project. There are business critical operations that will remains active in legacy CRM after the first phase of project. Which strategy should a consultant recommended to keep the customer data to sync between the legacy CRM and communication cloud?

A) Synchronize real time customer data between the two CRMs when updated happens in either of the two CRMs
B) Introduce customer data management system as a part of digital transformation to keep customer data up to date
C) Synchronize real time customer data between the two CRMs at the end of business day using batch updates.
D) Allow updated on Customer Data only on Communication cloud and synchronize the update to the legacy CRM

5. Universal containers (UC) sells bundle of the TV service and VOIP line to its customer UC requires a modem to be one of the technical products as part of the bundle decomposition. UC also requires that when a customer orders as additional VOIP line in the future, it reuses the same modem technical product that was decomposed as part of initial bundle order.

A) Create an M:1 decomposition relationship between TV to Modem and delete the decomposition relationships after the initial bundle order.
B) Create an M:1 decomposition relationship between TV to Modem and VOIP to Modem and set scope to account on modem technical product
C) Create a 1:1 decomposition relationship between TV and VOIP to modem and set the scope to order item on Modem Technical Product
D) Create a 1:1 decomposition relationship between TV to Modem and VOIP to Modem and decompose conditionally based on whether the modem Is already present in the Technical Inventory

Solutions: