Salesforce-Contact-Center practice materials Questions Answers

Exam Code:
Salesforce-Contact-Center
Exam Name:
Salesforce Contact Center Accredited Professional Exam
Last Update:
Jun 01,2026

205 Questions Answers Verified by Experts!


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Salesforce-Contact-Center Questions for Accredited Professional Certification Exam 2026

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Total Questions: 207

Questions & Answers PDF

• Question 1

  

  The customer requires secure access control for sensitive customer data. Which functionality is most important?Field-Level SecurityTwo-Factor Authentication (2FA)Encrypted Case Histories

  • Field-Level Security" the most important functionality for secure access control.

  Reveal Answer Answer: A Next Question

• Question 2

  

  The company‘s primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?

  • Average Contact Handle Time (AHT)
  • First Contact Resolution (FCR) Rate
  • Customer Satisfaction (CSAT) Score
  • Net Promoter Score (NPS)

  Reveal Answer Answer: C Next Question

• Question 3

  

  Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?

  • Salesforce Social Studio for managing social media engagement and customer inquiries.
  • Flow Builder with social media connectors for creating automated processes in response to social interactions.
  • Omni-Channel routing rules directing social media messages to qualified agents based on content and context.
  • All of the above, enabling seamless integration and routing of social media interactions within the Contact Center.

  Reveal Answer Answer: D Next Question

• Question 4

  

  Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

  • Salesforce Reports with filters for user searches and article views to assess popularity and engagement.
  • Quality assurance reviews by internal teams or external testing services to validate content accuracy.
  • User feedback surveys and rating systems on Knowledge articles to gather direct customer input.
  • All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience.

  Reveal Answer Answer: D Next Question

• Question 5

  

  The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it canbe answered.Which changes to the Contact Support form process should a consultant suggest to improve the response times?

  • A Use Case Assignment rules to check for keywords in the subject or description and assign thecase to a specialist queue that is appropriate for each keyword
  • Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.
  • Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each

  Reveal Answer Answer: A Next Question

• Question 6

  

  The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?

  • Number of features or functionalities implemented within the system.
  • User satisfaction surveys and agent feedback on the new system.
  • System availability and uptime per customer expectations and service level agreements (SLAs).
  • Resource utilization and infrastructure costs associated with running the Contact Center.

  Reveal Answer Answer: C Next Question

• Question 7

  

  You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?

  • Ignoring minor inconsistencies to avoid delaying the migration timeline.
  • Implementing data cleansing scripts or manual data correction within Salesforce.
  • Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors.
  • All of the above, depending on the severity and impact of the data inconsistencies encountered.

  Reveal Answer Answer: C Next Question

• Question 8

  

  The customer wants to personalize customer interactions based on past interactions and preferences. Which data model element facilitates this?

  • Custom fields capturing customer preferences and purchase history.
  • Case history tracking with details of previous interactions and resolutions.
  • Segmentation rules defining customer groups based on specific criteria and behavior.
  • All of the above, used in combination for comprehensive customer context and personalized experiences.

  Reveal Answer Answer: D Next Question

• Question 9

  

  The customer wants to offer self-service options for simple issues. Which functionality empowers this?

  • Knowledge Base
  • Einstein Bots
  • Web Service API
  • Process Builder

  Reveal Answer Answer: B Next Question

• Question 10

  

  Universal Containers (UC) has a service report requirement to provide a snapshot of customers, including the service products they are using, case reason, and priority,Which dashboard in Service Analytics should UC use? Sidebar-By

  • Customer
  • Open Cases
  • Account Profile

  Reveal Answer Answer: C Next Question

Page: 1 / 42
Total Questions: 207

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