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Salesforce Communications Cloud Accredited Professional Sample Questions:

1. 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 Churn trend reports in CRM Analytics that brings the data from communication cloud and legacy system to identify the customer likely to churn
B) Create a churn trend app from a template in CRM analytics to identify customer 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 a churn trend report via salesforce report based on disconnect order to identify customers likely to churn

2. UC telecom has requirement to allow customer to upgrade or downgrade from their existing plan from two play pack to three play packs and vise versa Which three are the key offering provided by the change of plan feature in communication cloud.

A) History of subscription updates and traceability
B) Customer can choose their plan from all pricing books.
C) Migrating in/out from bundle offer
D) Supported by digital commerce API
E) Service Continuity

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

4. UC uses communication cloud but their legacy system has a large products module on a per stock keeping Unit ( SKU) basis. UC wants to rationalize their product catalog What are the three options should consultant configure to meet this requirement

A) Fields
B) Attribute
C) Price lists
D) Calculation Matrix
E) Pricing plan

5. UT required bulk ordering to be implemented in communication cloud base to capture order broadband speed to its customer and applying promotions.
Which two steps should consultant take to perform the impact assessment for bulk ordering in communication cloud

A) Identify the volume and access feasibility from a platform governor limit perspective (CPU time, Database utilization)
B) Evaluate the various business scenarios for bulk orders in order to access platform governor limits (CPU time, Database utilization)
C) Identify the business rules need to be implemented for creation and fulfillment of bulk orders.
D) Evaluate the various business scenarios for bulk orders in order design automation for order capture and orchestration

Solutions: