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Salesforce Contact Center Exam Questions

Exam Name: Salesforce Contact Center Accredited Professional
Exam Code: Salesforce Contact Center
Related Certification(s): Salesforce Accredited Professional Exams Certification
Certification Provider: Salesforce
Actual Exam Duration: 75 Minutes
Number of Salesforce Contact Center practice questions in our database: 207 (updated: Jan. 15, 2025)
Expected Salesforce Contact Center Exam Topics, as suggested by Salesforce :
  • Topic 1: Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
  • Topic 2: Design: Deals with the Contact Center functionalities with the stipulated requirements. Subsequently, when presented with business requirements, devise scalable and maintainable solutions for the Contact Center, adhering to standard data models.
  • Topic 3: Implement: This section deals with setting up the fundamental Contact Center functionalities and features. Following this, in alignment with the complete design, configure and authenticate the email functionality, ensuring its seamless operation. Similarly, based on specific scenarios, configure and verify the functionality of voice services.
  • Topic 4: Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.
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Gearldine

4 days ago
Got my Salesforce Contact Center certification! Pass4Success made it possible with their relevant practice questions. So grateful!
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Lorean

8 days ago
Just passed the Salesforce Contact Center exam, and Pass4Success practice questions made a big difference. One challenging question was about implementing a new contact center technology. It asked about the key factors to consider for user adoption, and I wasn't entirely sure of the correct approach.
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Eve

1 months ago
Successfully certified in Salesforce Contact Center! Pass4Success's questions were right on target. Quick and effective preparation!
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Iluminada

1 months ago
I passed the Salesforce Contact Center exam, and Pass4Success practice questions were incredibly helpful. There was a question on the discovery process for a new contact center. It asked about the best methods for identifying pain points in the current system, which left me uncertain about my answer.
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Son

2 months ago
Thrilled to have passed the Salesforce Contact Center exam! Pass4Success practice questions were essential. One question that puzzled me was about designing a contact center workflow. It asked about the critical elements to include for optimal efficiency, and I had to think twice before answering.
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Willetta

2 months ago
Passed my Salesforce Contact Center exam today! Pass4Success's materials were incredibly helpful. Thank you for the efficient prep!
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Tomas

2 months ago
I successfully passed the Salesforce Contact Center exam, and Pass4Success practice questions were a huge help. A tough question was about deploying a contact center solution. It inquired about the steps to ensure minimal downtime during the transition, which made me unsure of my response.
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Graciela

3 months ago
Excited to announce that I passed the Salesforce Contact Center exam! The practice questions from Pass4Success were spot-on. One question that caught me off guard was about implementing a new CRM system. It asked about the key metrics to monitor during the initial phase, and I had to guess the best answer.
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Dong

3 months ago
Salesforce Contact Center certified! Pass4Success's questions were a lifesaver. Prepped me perfectly in no time.
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Wendell

3 months ago
I passed the Salesforce Contact Center exam with flying colors, and Pass4Success was a big part of my preparation. There was a question on the discovery phase of a contact center project. It asked about the most effective techniques for gathering user requirements, and I wasn't completely confident in my choice.
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Thersa

4 months ago
Happy to share that I passed the Salesforce Contact Center exam! The Pass4Success practice questions were invaluable. One challenging question was about designing a contact center architecture. It focused on the critical components needed for scalability and integration with existing systems, which made me second-guess my answer.
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Myra

4 months ago
Ace'd the Salesforce Contact Center cert! Pass4Success really came through with relevant exam prep. Couldn't have done it without them!
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Tiera

4 months ago
Just cleared the Salesforce Contact Center exam, thanks to Pass4Success. There was a tricky question on deploying contact center solutions. It asked about the primary considerations when rolling out a new system across multiple locations. I had to think hard about the factors like network readiness and user training.
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Veta

5 months ago
The exam covers a lot, but Pass4Success's practice questions were spot-on. They really helped me focus on the most relevant topics. Highly recommend!
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Pa

5 months ago
I recently passed the Salesforce Contact Center Accredited Professional exam, and I must say, the Pass4Success practice questions were a great help. One question that stumped me was about the best practices for implementing a new contact center solution. It asked about the key steps involved in ensuring a smooth transition, and I wasn't entirely sure of the correct sequence.
upvoted 0 times
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Casie

5 months ago
Just passed the Salesforce Contact Center exam! Thanks Pass4Success for the spot-on practice questions. Saved me so much time!
upvoted 0 times
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Pilar

5 months ago
Passing the Salesforce Contact Center Accredited Professional exam was a great achievement for me, and I attribute my success to using Pass4Success practice questions. During the exam, I faced a question that tested my ability to devise maintainable solutions for a Contact Center while adhering to standard data models. Despite some uncertainty, I managed to answer it correctly and pass the exam.
upvoted 0 times
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Chara

6 months ago
My exam experience for the Salesforce Contact Center Accredited Professional exam was successful, thanks to Pass4Success practice questions. The topics of Discovery and Design were crucial in preparing for the exam, and I encountered a question that required me to identify personas and stakeholders involved in a customer use case. Although it was a bit tricky, I was able to navigate through it and pass the exam.
upvoted 0 times
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Aleisha

7 months ago
Salesforce certified! Pass4Success's exam questions were crucial for my quick prep. Couldn't be happier with the results. Thank you!
upvoted 0 times
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Cletus

7 months ago
I recently passed the Salesforce Contact Center Accredited Professional exam with the help of Pass4Success practice questions. The exam experience was challenging but rewarding, as it tested my knowledge on Discovery and Design topics. One question that stood out to me was related to designing scalable solutions for a Contact Center based on specific business requirements. Despite being unsure of the answer, I managed to pass the exam.
upvoted 0 times
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Leonora

7 months ago
Passed my Salesforce certification thanks to Pass4Success! Their exam prep materials were invaluable. Couldn't have done it without you!
upvoted 0 times
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Levi

8 months ago
The Salesforce Contact Center exam was tough, but I nailed it! Pass4Success's questions were a perfect match. Grateful for the quick prep!
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Curt

8 months ago
Knowledge management was another crucial area in the exam. You might encounter questions about creating and managing knowledge articles, as well as setting up data categories. Focus on understanding how to optimize knowledge base search functionality. Pass4Success's practice exams were spot-on for this topic, helping me pass with confidence.
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Brett

8 months ago
Pass4Success made my Salesforce certification a breeze! Their practice tests were so accurate. Thanks for helping me succeed!
upvoted 0 times
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Julio

10 months ago
Just aced the Salesforce Contact Center exam! Pass4Success's practice questions were spot-on and saved me tons of study time. Thanks for the help!
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Free Salesforce Salesforce Contact Center Exam Actual Questions

Note: Premium Questions for Salesforce Contact Center were last updated On Jan. 15, 2025 (see below)

Question #1

While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:

Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.

Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time

How should a consultant recommend implementing this requirement?

Reveal Solution Hide Solution
Correct Answer: A

To meet the requirement of not applying escalation rules or milestones during holidays at the contact center, the most straightforward approach is to set up Support Holidays in Salesforce. This feature allows you to specify non-working days during which case escalation rules and milestones should not apply, ensuring that SLAs are adjusted according to business hours and special closures. Thus, 'A. Set up Support Holidays to specify holidays' is the correct recommendation for managing escalations during holidays without needing custom development or additional holiday-specific rules in the SLAs. Reference: Salesforce Support Holidays Setup


Question #2

To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter's limitations:

A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.

Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

Reveal Solution Hide Solution
Correct Answer: C

To reduce the cost per case in the contact center, the consultant should focus on improving the Average Handle Time (AHT). AHT measures the average duration of contact with a customer, including talk time, hold time, and the time spent on related tasks after the call. By reducing AHT, an organization can handle more cases without additional resources, effectively decreasing the cost per case. Reducing AHT can be achieved through better training, more efficient tools, and workflow optimization, directly impacting the cost efficiency of the contact center operations. Reference: https://help.salesforce.com/


Question #3

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?

Reveal Solution Hide Solution
Correct Answer: A

Universal Containers can configure their escalation process for cases outside of business hours by setting up the organization's default business hours and creating escalation rules that trigger based on those hours. This setup allows the system to automatically escalate cases to the appropriate team or individual when a customer issue arises after regular business hours, ensuring timely support even when the primary team is off duty.


Question #4

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

Reveal Solution Hide Solution
Correct Answer: C

For Universal Containers, the 'Account Profile' dashboard in Service Analytics is the most suitable choice. This dashboard provides a comprehensive snapshot of customers, including details on the service products they are using, case reasons, and priority. It is specifically designed to consolidate customer-related information, making it an ideal solution for UC's reporting needs.


Question #5

While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:

Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.

For which channels can UMS implement this?

Reveal Solution Hide Solution
Correct Answer: A, B, C

Ursa Major Solar can implement customer push notifications across various channels including SMS Messaging, Facebook Messenger, and Messaging for In-App as part of their Customer Engagement upgrade project. These channels are supported by Salesforce's marketing and engagement tools, allowing for the delivery of timely and relevant notifications directly to customers' devices. Utilizing these channels for push notifications can enhance customer engagement by providing updates, promotions, and alerts that encourage interaction and improve customer experience. Reference: https://www.salesforce.com/products/marketing-cloud/best-practices/push-notification-strategy/


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