Make success possible with our Latest and Unique Accredited Professional Certification Salesforce-Contact-Center Practice Exam!
Name: Salesforce Contact Center Accredited Professional Exam
Exam Code: Salesforce-Contact-Center
Certification: Accredited Professional Certification
Vendor: Salesforce
Total Questions: 205
Last Updated: April 24, 2025
470 Satisfied Customers
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Your scenario involves deploying a new outbound calling feature for targeted campaigns.
Which cut-over requirement helps mitigate compliance risks?
A. Verifying agent training on call scripts and adherence to regulatory requirements.
B. Ensuring proper opt-in mechanisms and customer consent management for outboundcalls.
C. Implementing recording and call monitoring functionalities for compliance audits andquality control.
D. All of the above, contributing to a compliant and responsible outbound calling operation.
ANSWER : D
Your scenario involves upgrading a legacy reporting system to a new Contact Center
analytics platform. Which cut-over requirement helps maintain continuity and user
familiarity?
A. Mapping existing reports and dashboards to the new platform with similar layouts andvisualizations.
B. Providing comprehensive training on the new platform‘s features and functionalities forreport creation and analysis.
C. Importing historical data from the legacy system for ongoing trend analysis andcomparison with new data.
D. All of the above, contributing to a smooth transition and minimizing disruption for usersaccustomed to the old system.
ANSWER : D
Validating self-service functionality involves testing article accessibility and accuracy.
Which tool helps with content quality checks?
A. Salesforce Reports with filters for user searches and article views to assess popularityand engagement.
B. Quality assurance reviews by internal teams or external testing services to validatecontent accuracy.
C. User feedback surveys and rating systems on Knowledge articles to gather directcustomer input.
D. All of the above, providing a multi-faceted approach to evaluating self-service contentquality and user experience.
ANSWER : D
The customer lacks advanced AI capabilities for case deflection. Which AppExchange
solution could be a good fit?
A. LiveChat
B. Einstein Bots
C. Salesforce Flow
D. DocuSign
ANSWER : B
The consultant should recommend the company utilize Flow Settings in
Email-to-Case to meet their requirements.
A customer service manager wants to implement a process where a case
gets reassigned to a higher support tier if it is not resolved within a given
service-level agreement (SLA) timeline.
Which solution should a consultant propose to set this process up?
A. Create an Escalation Rule Entry and configure it so that cases get anescalated status of the case is still open after passing SLA times.
B. Create a Quick Action for escalating a case and set up ConditionalVisibility Rude to show the Quick Action after a case has passed SLA timesCreate a record-triggered flow that gives cases an escalated status if it isstill open a pa A times.
C. The consultant should propose creating an Escalation Rule Entry to set up
ANSWER : C
The customer wants detailed reports on agent performance and customer satisfaction.
Which Salesforce tool provides this?
A. Analytics Cloud
B. Reports & Dashboards
C. Einstein Bots
D. Einstein Discovery
ANSWER : B
The reason why the work that was already in the queue is not being pushed to agents is:
The "Apply to existing records in queue" option was not selected.
At Ursa Major Solar, customer service agents follow a case close process to ensure a
summary is provided of the customer's question and the provided answer
What should a consultant propose to improve this process so that these summaries make
solving future customer cases more efficient?
A. Use Salesforce Knowledge to store questions and answers so agents can easilyreproduce the same answer for similar questions
B. A Use Slack to allow agents to share best practices in responding to customer questions
C. Use Quick Text to allow agents to create personal Quick Texts for answers theyalternate
ANSWER : A
Your case management design includes knowledge base article recommendations within
cases. Which Salesforce feature facilitates this?
A. Web-to-Case forms embedded within Knowledge Base articles for easy case creation ifthe article doesn‘t resolve the issue.
B. Case Escalation Rules automatically triggering article recommendations when specificcriteria are met within a case.
C. All of the above, offering options for integrating knowledge base recommendations andenhancing self-service within case management.
ANSWER : C
Your bot requirements include personalized greetings and information based on customer
data. Which Salesforce feature enables this?
A. Custom Apex code dynamically fetching customer data and injecting it into chatbotresponses.
B. Merge fields within bot conversation scripts linking to specific object fields containingcustomer information.
C. Einstein Insights providing real-time customer data to personalize bot interactions andrecommendations.
D. All of the above, depending on the level of personalization and data sources required.
ANSWER : D
You need to set up email case creation. Which feature allows automatic case generation
from incoming emails?
A. Workflow Rules with email field criteria triggering case creation.
B. Process Builder sequences defining steps for email parsing and case generation.
C. Email-to-Case enabled on the Case object with appropriate field mapping.
D. Einstein Bots configured to handle email inquiries and create cases if needed.
ANSWER : C
To comply with the "Eliminate duplicate email attachments" setting while processing PDFs
in a high-volume email environment, the consultant should consider this approach:
Universal Containers (UC) has a support center where teams work according to a defined
set of business hours. UC has set up an escalation process and would like to help
customers outside of business hours in case of an escalation.
How should a consultant recommend UC configure this solution?
A. Set up the organization's default business hours and create an escalationrule where the case matches the criteria associated with different businesshours.
B. Create an Apex trigger that checks the default business hours and thebusiness hours on an escalation.
C. Set up the organization's default business hours and set up another set ofbusiness ho the second option
ANSWER : A
The customer requires secure access control for sensitive customer data. Which data
model element contributes to data security?
A. Utilize custom fields to capture all types of customer information without accessrestrictions.
B. Configure field-level security to grant selective access to sensitive data based on userroles and permissions.
C. Implement third-party data encryption solutions for additional security layers.
D. Store all customer data in one field without any segregation or access controlmechanisms.
ANSWER : B
You need to configure self-service knowledge base articles. Which Salesforce feature
facilitates this?
A. Salesforce Knowledge articles with categorization and tagging for easy customersearch.
B. Web-to-Case forms allowing customers to submit inquiries directly from the knowledgebase.
C. Einstein Search for intelligent article recommendations based on customer keywordsand context.
D. All of the above, promoting a comprehensive and user-friendly self-service knowledgebase experience.
ANSWER : D
You‘re deploying a new escalation rule for voice calls in Omni-Channel. Which channelspecific
cut-over requirement ensures timely intervention for high-priority calls?
A. Configuring the rule to trigger automatic notifications and case creation for escalatedcalls.
B. Testing the escalation rule functionality with test calls and dummy scenarios beforedeployment.
C. Defining clear criteria for call escalation based on urgency and wait times.
D. All of the above, contributing to a robust and effective escalation process for voice callswithin Omni-Channel.
ANSWER : D
The customer wants to automatically route cases based on language skills and expertise.
Which feature facilitates this?
A. Routing Rules
B. Skill-Based Routing
C. Entitlements
D. Omni-Channel Presence
ANSWER : B
You need to migrate both active and historical customer data. Which migration approach
balances efficiency and minimal disruption?
A. Full cutover migration transferring all data at once, followed by system downtime forconfiguration.
B. Phased migration migrating specific data subsets in stages to minimize serviceinterruption.
C. Incremental migration continuously syncing updates from legacy systems to Salesforcefor real-time data consistency.
D. Pilot migration testing the process with a small data sample before large-scale migrationcommences.
ANSWER : B
Your design includes integrating WhatsApp Business for customer communication. Which
tool facilitates this?
A. Salesforce Social Studio with connectors for managing various social media andmessaging platforms.
B. Custom Apex code developed to connect Salesforce with the WhatsApp Business API.
C. Flow Builder with pre-built templates for configuring messaging channel interactions andautomation.
D. Omni-Channel routing rules directing incoming WhatsApp messages to appropriateagents based on content and skills.
ANSWER : B
You need to validate bot security and data privacy compliance. Which tool helps with this?
A. Salesforce Security Review tool providing insights into potential security vulnerabilitieswithin your bot configuration.
B. Data Loss Prevention (DLP) policies defining rules for sensitive data handling andpreventing unauthorized access.
C. User Role Hierarchy and Field Level Security ensuring appropriate access restrictionsbased on user profiles.
D. All of the above, working together to secure bot interactions and ensure data privacycompliance.
ANSWER : D
Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure
based Experience Cloud site. However, UMS wants authenticated users to go directly to an
agent and guest users to be connected with an Einstein Bot.
How should a consultant suggest UMS configure its Experience Cloud site to support this?
A. Use conditional visibility on the Embedded Messaging component to showone for the users and one for guest users to alter the routing destination
B. Pass in the User ID field as a hidden pre-chat field and check the vice ofthat le Channel flow to determine the routing destination
C. Create a Page Variation for each page where the chat is offerest one forauthenticated one for guest users to alter the routing destination
ANSWER : B
You need to identify trends and patterns within Contact Center metrics. Which tool offers
the most advanced data analysis capabilities?
A. Salesforce Reporting with basic filters and data grouping for analysis.
B. Omni-Channel dashboards providing real-time insights and basic trend visualization.
C. Einstein Analytics with advanced data blending, predictive modeling, and visualstorytelling capabilities.
D. All of the above, depending on the desired level of data exploration, predictive insights,and visual representations.
ANSWER : D
The customer wants to track metrics across different case types and channels. Which
reporting element helps with data standardization and analysis?
A. Develop custom reports with unique data models for each case type and channel.
B. Utilize standard case fields and reporting tools to categorize and analyze data acrossthe board.
C. Implement separate dashboards for each channel and case type with customizedmetrics.
D. Employ third-party analytics tools with independent data structures and visualizations.
ANSWER : B
Your project requires migrating custom objects and their associated data. Which data
preparation step helps maintain field-level validation rules and triggers?
A. Exporting custom objects and data along with associated validation rules and triggerdefinitions for import into the new system.
B. Configuring the new system to automatically recognize and apply existing field-levelvalidation rules and triggers during data migration.
C. Manually reviewing and verifying the accuracy and functionality of imported validationrules and triggers after data migration.
D. All of the above, ensuring comprehensive migration and consistent application of dataintegrity controls for custom objects.
ANSWER : D
You‘re given a list of project requirements including specific agent skill sets for case
routing. Which tool helps validate this requirement is met within the deployed system?
A. Manual testing by assigning cases to agents and verifying routing based on pre-definedskill sets.
B. Utilizing Process Builder workflows and Flow triggers to trace case routing logic andconfirm alignment with required skill sets.
C. Running Case Assignment Rule reports and analyzing data to ensure cases are routedto agents with matching skills.
D. All of the above, combined for a comprehensive validation of case routing logic andadherence to defined agent skill sets.
ANSWER : D
Your deployment involves integrating a new chat platform. Which data migration
preparation step ensures seamless continuity for ongoing chat conversations?
A. Importing historical chat transcripts and associating them with corresponding cases orcustomer profiles.
B. Configuring the new platform to automatically migrate open chat sessions in progressduring the cut-over period.
C. Testing data migration with sample chat sessions and verifying accurate transfer ofconversation details and context.
D. All of the above, contributing to a smooth transition with minimal disruption to ongoingchat interactions.
ANSWER : D
The company wants to track agent performance and identify areas for improvement. Which
KPI is most effective?
A. Customer Satisfaction (CSAT) Score
B. Average Contact Handle Time (AHT)
C. Case Resolution Rate
D. Number of Resolved Cases
ANSWER : A
The customer wants to personalize customer interactions based on past interactions and
preferences. Which data model element facilitates this?
A. Custom fields capturing customer preferences and purchase history.
B. Case history tracking with details of previous interactions and resolutions.
C. Segmentation rules defining customer groups based on specific criteria and behavior.
D. All of the above, used in combination for comprehensive customer context andpersonalized experiences.
ANSWER : D
Ursa Major Solar has recently completed testing of its upgrade to
Enhanced Digital Engagement channels. A consultant needs to now move
the WhatsApp number on the testing sandbox to production.
How should the consultant accomplish this?
A. Enter the existing number when creating the channel in production
B. Request a new number for the production org
C. Log a case with Salesforce Customer Support
ANSWER : C
Your scenario involves automatically assigning cases based on urgency and location.
Which feature facilitates this?
A. Case Assignment Rules using predefined criteria to direct cases to specific queues oragents.
B. Process Builder sequences triggering automated case creation and assignment basedon data triggers.
C. Escalation Rules automatically escalating cases based on time-to-resolution or urgencycriteria.
D. All of the above, working together for dynamic case assignment and escalation basedon context and urgency.
ANSWER : D
The required configurations for the client's requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to
the contact center, which contain many PDF files, In general, the email
communication back and forth with the customer is high. They do not want
to duplicate the PDFs every time a new email’s received in the same email
thread.
When designing the solution, the consultant considers the Eliminate duplicate email
attachments setting in Email-to-Case to meet the requirement. How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate
email attachments setting?
A. Attachments
B. Salesforce Files
C. Custom file storage solution
ANSWER : B
You need to test email responsiveness on different devices. Which platform facilitates
multi-device testing?
A. Salesforce Inbox previewing emails on desktop and mobile versions.
B. Developer tools in web browsers for inspecting email rendering on various devices.
C. Sending test emails to personal accounts with different devices and platforms.
D. Utilizing Email Preview tool in Salesforce Marketing Cloud for cross-device renderingchecks.
ANSWER : D
The consultant should suggest using a record-triggered flow to detect keywords and assign
the case to a specialist queue that matches the keyword. This is the most effective
approach to address the issue of long response times due to frequent case transfers.
A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.
The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook
messaging
Which capability should a consultant recommend?
A. The Messaging for Agents guided flow in the Service Console
B. Quick Texts for Messaging in the Service Console
C. Interactive Messaging Components in the Service Connect
ANSWER : C
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