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Aspect Details
Exam Cost $200 USD
Retake Fee $100 USD
Total Time 105 minutes
Number of Questions 60 multiple-choice/multiple-select questions
Passing Score 67%
Available Languages English
Prerequisites None
Format Online proctored or in-person proctored

Salesforce Contact Center Accredited Professional Exam Topics Breakdown

Domain Percentage Description
Customer Experience 15% Understanding customer needs and expectations
Contact Center Overview 10% Knowledge of contact center fundamentals
Integration and Data Management 20% Integrating Salesforce with other systems and managing data
Service Console 25% Using Salesforce Service Console for customer service
Knowledge Management 10% Utilizing Salesforce Knowledge to manage customer information
Omni-Channel 10% Implementing and managing Omni-Channel features
Reporting and Analytics 10% Creating and interpreting reports and dashboards
Salesforce Salesforce-Contact-Center Sample Question Answers

Question # 1

Your scenario involves routing calls based on language spoken. Which feature facilitatesthis?

A. Custom Apex code defining language detection and routing logic.
B. Omni-Channel routing with skill mapping based on agent language proficiency.
C. Phone Numbers configured with specific languages and automatic call routing.
D. Integrated Speech-to-Text (STT) and language identification tools for real-time routing.

Question # 2

The release plan includes automated regression testing. What is the primary benefit of thisapproach?

A. Identifying new functionalities and features introduced during development.
B. Ensuring existing functionalities and integrations continue to function properly afterupdates.
C. Reducing manual testing efforts and streamlining the release process.
D. All of the above, offering comprehensive validation and optimizing release efficiency.

Question # 3

The customer expects high data volumes and complex reporting needs. Which solutionsupports scalability and advanced analysis?

A. Utilize standard Salesforce Reports and Dashboards for basic data visualization.
B. Implement Einstein Analytics for AI-powered insights and predictive analysis.
C. Leverage external data warehouse solutions for data storage and complex queries.
D. Both (b) and (c) combined for data storage, advanced analysis, and visual dataexploration.

Question # 4

Your deployment involves introducing a new agent performance dashboard. Which cutoverrequirement helps ensure user adoption and understanding?

A. Providing comprehensive training on the dashboard features and metrics for agents.
B. Making the dashboard easily accessible and readily available within the agent interface.
C. Customizing the dashboard layout and visualizations to align with agent preferences andneeds.
D. All of the above, contributing to a positive user experience and encouraging agents toleverage the new dashboard.

Question # 5

You need to validate the accuracy of dynamic data merging in email templates. Whichoption provides the best verification method?

A. Sending test emails with sample data sets and manually checking for merge fieldaccuracy.
B. Utilizing pre-configured Salesforce test cases for email merge field functionality.
C. Reviewing email delivery logs and checking for errors or missing data in merged fields.
D. Implementing Apex triggers to validate data integrity before triggering email sendingactions.

Question # 6

Your customer expects high call volume during peak hours. Which solution best ensurescontact center scalability?

A. Implement custom Apex code for routing and case management.
B. Configure multiple queues and leverage Omni-Channel Routing for dynamic agentavailability.
C. Utilize a third-party call center solution integrated with Salesforce.
D. Increase agent resources without considering automation or process optimization.

Question # 7

The desired process of reassigning cases to a higher support tier when SLAtimelines are breached.Ursa Major Solar needs to protect customers' private information, such associal sty numbers, during phone interactions.Which Service Cloud Voice feature should a consultant recommend toaccomplish this?

A. Hierarchical Sharing Settings on Calls
B. Collaboration on Call Recordings
C. Pause/Resume Call Recording

Question # 8

Your scenario involves migrating to a new chat platform integrated with Salesforce. Whichdeployment process best facilitates transition with minimal downtime?

A. Phased deployment migrating agents and customer access in groups to minimizeservice interruption.
B. Parallel deployment running both platforms simultaneously until full migration to the newsystem.
C. Cutover deployment with a temporary system switch during scheduled maintenancetime for minimal disruption.
D. All of the above, depending on the platform integration complexity and desired downtimewindow.

Question # 9

(a) Executing test reports and verifying that they generate as expected with accurate dataand relevant visualizations.

A. Reviewing report builder configurations and data source connections to ensurealignment with defined reporting requirements.
B. Analyzing system logs and report execution history to identify any errors or missing data within generated reports.
C. All of the above, combined for a comprehensive assessment of report availability,accuracy, and functionality within the new system.
D. All of the above, combined for a comprehensive assessment of report availability,accuracy, and functionality within the new system.

Question # 10

You‘re validating data cleansing requirements for case migration. Which step helps identifyand handle duplicate entries?

A. Matching and merging customer records based on email addresses or phone numbersto eliminate duplicates.
B. Utilizing data quality rules and duplicate detection tools to flag potential duplicate caserecords for review and correction.
C. Manually comparing case details and identifying duplicates for removal or mergingbefore data migration.
D. All of the above, depending on the complexity and desired level of automation forduplicate case handling.

Question # 11

You‘re deploying a new SMS channel for customer updates and notifications. Which cutoverrequirement helps prevent message delivery failures and ensure customer reach?

A. Validating customer phone numbers and carrier compatibility before activating the SMSchannel.
B. Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications.
C. Implementing message throttling and rate limiting to prevent overwhelming customerswith SMS alerts.
D. All of the above, contributing to reliable and effective SMS communication withcustomers.

Question # 12

Validating email functionality involves testing delivery and content accuracy. Which toolhelps with email address verification?

A. Salesforce Reports with filters to identify cases with invalid email addresses.
B. Data Loader functionality for bulk email address validation against external databases.
C. Einstein Validation Service for real-time email address verification during data entry.
D. Salesforce Sandbox environment for sending test emails and verifying recipient details.

Question # 13

A client would like to allow verified customers to start a chat on the when wants the verifiedcustomers to be able to continue the conversation an only allow these chats duringbusiness hoursWhich set of functionalities should the consultant research in this case?

A. Messaging for Web and Einstein Bots
B. Web to Chat and Embedded Service
C. Messaging for Web and Embedded Service

Question # 14

The customer requests ongoing support and maintenance after the rollout. Which elementshould be included in the plan?

A. Establishing a support channel for reporting issues and troubleshooting technicalproblems.
B. Providing regular system updates and patches to address bugs and improveperformance.
C. Conducting periodic user training sessions to familiarize users with new features andupdates.

Question # 15

You‘re migrating historical call recordings to Salesforce. Which storage option providessecure and scalable access?

A. File attachments within Salesforce case records.
B. External cloud storage with Salesforce integration.
C. Salesforce Content Management System (CMS) for document and asset management.
D. Salesforce Platform Events or Queues for real-time data streaming and storage.

Question # 16

You need to migrate complex workflows from your legacy system. Which tool facilitatesthis?

A. Process Builder with drag-and-drop interface for designing automated processes withinSalesforce.
B. Flow Builder with visual development environment for building complex automation andlogic flows.
C. Apex code development for custom scripting and advanced workflow logicimplementation.
D. All of the above, depending on the complexity and specific functionalities of themigrating workflows.

Question # 17

While the listed features each serve a purpose, the most suitable choice for Ursa MajorSolar's goal of connecting customers with subject-matter experts (SMEs) for real-time,detailed discussions is Experience Site with integrated Live Agent Chat or Messaging forWeb.A consultant is preparing post-implementation training material for the agents andsupervisors in an environment that uses Service Cloud Voice with Amazon Connect.Supervisors need to track key performance indicators (KPIs), such as calls answered.average handle time, and average speed to answer.Where should the consultant point supervisors to track these KPIs?

A. Omni Supervisor Console and Amazon Supervisor Dashboard
B. Service Cloud Voice Analytics App and Omni Supervisor Console
C. Service Cloud Voice Analytics App and Amazon Supervisor Dashboard

Question # 18

You need to configure dashboards and reports for KPI visualization. Which platform offersthe most flexibility?

A. Einstein Analytics with customizable dashboards and visual data storytelling capabilities.
B. Salesforce Reporting tools for generating detailed reports and data analysis.
C. Omni-Channel dashboards providing real-time insights into agent activity and queuemetrics.
D. All of the above, depending on the desired level of detail, visual representation, and dataaccess.

Question # 19

You have identified two personas for your Contact Center: experienced agents and newhires. How can future functionality cater to both groups?

A. Develop advanced automation tools for experienced agents and basic training resourcesfor new hires.
B. Design a flexible interface that adapts to different skill levels and learning styles.
C. Implement separate knowledge bases with content tailored to each persona‘sexperience level.
D. Offer personalized dashboards with relevant metrics and performance insights for eachagent.

Question # 20

The best practice that the consultant should observe when configuring case escalationrules is:Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, acase still gets evaluated.Which routing type does a consultant need to use to facilitate a transfer of an Enhanced Bconversation to a Queue?

A. Queue
B. Omni-Channel Flow
C. Dialog

Question # 21

The customer requests a single view of customer interactions across all channels. WhichSalesforce feature best addresses this need?

A. Utilize Omni-Channel Routing to unify case routing and agent availability acrosschannels.
B. Configure a Knowledge Base with searchable articles andFAQs for self-service options.
C. Implement the Customer Community for forum discussions and support ticketsubmission.
D. Integrate Salesforce with a Customer Relationship Management (CRM) system for acombined customer profile.

Question # 22

The customer wants automated case escalation based on specific criteria. Which datamodel element plays a key role?

A. Custom fields capturing escalation triggers like priority or SLA breaches.
B. Workflow Rules configured with escalation steps and case field conditions.
C. Process Builder sequences defining escalation actions and notifications.
D. Entitlements specifying service level agreements and associated escalation rules.

Question # 23

The IT team wants to integrate Salesforce with their existing CRM system. Which futurefunctionality would facilitate this?

A. Utilize standard Salesforce connectors and APIs for seamless data exchange.
B. Develop custom Apex code to synchronize data between the two systems.
C. Implement point-to-point integrations with unique data mappings for each field.
D. Migrate all Contact Center data into the existing CRM system to avoid integrationcomplexity.

Question # 24

Your data includes sensitive customer information. Which security mechanism protectsdata during migration?

A. Data encryption at rest and in transit via SSL/TLS protocols.
B. User permissions and field-level security restricting access to sensitive data withinSalesforce.
C. Data anonymization or pseudonymization masking sensitive information duringmigration and storage.
D. All of the above, forming a multi-layered approach to data security during and aftermigration.

Question # 25

Your legacy system stores customer data in different formats. Which tool helps assess datareadiness for migration?

A. Salesforce Data Loader for bulk data imports and mapping.
B. Data Quality Rules within Salesforce highlighting inconsistencies and missinginformation.
C. Data Migration Assistant (DMA) tool for analyzing data format and compatibility.
D. Custom Apex code scripts developed to assess and clean legacy data for migration.

Question # 26

Universal Containers plans on notifying its customers with an automatedoutbound SMS message every time a package gets shipped out and whenit arrives.How should an administrator provision the phone number to support thisfunctionality?

A. Provision a short code phone number at least 8 weeks before golive
B. Provision a toll free phone number at least 8 weeks before golive
C. Provision a long code phone number on least 2 weeks before golive

Question # 27

The best dashboard in Service Analytics for UC's service reportrequirement is Sidebar-By Customer.Universal Containers (UC) has a requirement to create a service report thatcontains 50 object references. Which steps should UC take to achieve this?

A. Create 10 service reports Select the objects Combine the service reports
B. Create a custom report type Select four object relationships Select adalfrom extra objects
C. Create a Visualforce service report Create objects and fields the Vict intothe objects and fields in the report

Question # 28

Your design includes email auto-replies for initial case acknowledgements. Which toolfacilitates automated responses?

A. Workflow Rules with email action steps triggered by case creation events.
B. Process Builder sequences defining auto-reply steps and dynamic content insertion.
C. Entitlement Email Templates configured with automatic responses based on servicelevel agreements.
D. Einstein Bots configured to send auto-replies and collect initial information fromcustomers via email.

Question # 29

You need to validate data migration accuracy and completeness. Which tool assists withthis process?

A. Salesforce Reports and Dashboards providing data comparisons between legacy andSalesforce systems.
B. Data Compare tools like Informatica PowerCenter analyzing record discrepancies anddata integrity.
C. Validation Rules on key fields within Salesforce ensuring data adherence to definedformats and constraints.
D. All of the above, offering various methods for comparing and verifying data accuracyafter migration.

Question # 30

Ursa Major Solar will use Data Loader for data migration of closed casesbecause of large amount of dataWhat does a consultant need to keep in mind while using data loader?

A. Automated processes are executed by default
B. Automated processes are not executed
C. Only Apex triggers are executed

Question # 31

The customer needs to ensure data security and access controls for sensitive customerinformation. Which security requirement is most important?

A. Implement multi-factor authentication (MFA) for secure agent logins and access.
B. Configure field-level security to restrict access to sensitive data based on user roles.
C. Encrypt customer data at rest and in transit to protect against unauthorized access.
D. Regularly conduct security audits and vulnerability assessments to identify potentialrisks.

Question # 32

You need to configure automated alerts for exceeding predefined KPI thresholds. Whichtool facilitates this?

A. Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.
B. Process Builder sequences triggering notifications and escalating cases based on KPIdeviations from target values.
C. Flow Builder with visual interface for designing notification workflows and conditionallogic based on metric data.
D. All of the above, depending on the desired trigger point, notification action, andcomplexity of the alert workflow.

Question # 33

The consultant should suggest using a record-triggered flow to detect keywords and assignthe case to a specialist queue that matches the keyword. This is the most effectiveapproach 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 FacebookmessagingWhich 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

Question # 34

You need to test email responsiveness on different devices. Which platform facilitatesmulti-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.

Question # 35

The required configurations for the client's requirements are:Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Timeactive, and Business Hours added to the Embedded Deployment.A consultant learns that their client receives thousands of emails a week tothe contact center, which contain many PDF files, In general, the emailcommunication back and forth with the customer is high. They do not wantto duplicate the PDFs every time a new email’s received in the same emailthread.When designing the solution, the consultant considers the Eliminate duplicate emailattachments setting in Email-to-Case to meet the requirement. How should the PDFs be processed by Salesforce to comply with the Eliminate duplicateemail attachments setting?

A. Attachments
B. Salesforce Files
C. Custom file storage solution

Question # 36

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.

Question # 37

Ursa Major Solar has recently completed testing of its upgrade toEnhanced Digital Engagement channels. A consultant needs to now movethe 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

Question # 38

The customer wants to personalize customer interactions based on past interactions andpreferences. 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.

Question # 39

The company wants to track agent performance and identify areas for improvement. WhichKPI is most effective?

A. Customer Satisfaction (CSAT) Score
B. Average Contact Handle Time (AHT)
C. Case Resolution Rate
D. Number of Resolved Cases

Question # 40

Your deployment involves integrating a new chat platform. Which data migrationpreparation 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.

Question # 41

You‘re given a list of project requirements including specific agent skill sets for caserouting. 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.