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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
Number of Salesforce Contact Center practice questions in our database: 207 (updated: Nov. 14, 2024)
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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Graciela

9 days 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

21 days ago
Salesforce Contact Center certified! Pass4Success's questions were a lifesaver. Prepped me perfectly in no time.
upvoted 0 times
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Wendell

23 days 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

1 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.
upvoted 0 times
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Myra

2 months ago
Ace'd the Salesforce Contact Center cert! Pass4Success really came through with relevant exam prep. Couldn't have done it without them!
upvoted 0 times
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Tiera

2 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

2 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

2 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

3 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

3 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

4 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

4 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

5 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

5 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

5 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!
upvoted 0 times
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Curt

6 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

6 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

8 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!
upvoted 0 times
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Free Salesforce Salesforce Contact Center Exam Actual Questions

Note: Premium Questions for Salesforce Contact Center were last updated On Nov. 14, 2024 (see below)

Question #1

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 #2

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/


Question #3

The most suitable Service Cloud Voice feature for Ursa Major Solar to

protect customer information during phone interactions is:

Pause/Resume Call Recording

A client requires that their Messaging for Web customers are able to see

wait times when starting an interaction. They also want to allow a banner to

inform customers that chats are unavailable outside of business hours.

What are some of the required configurations in this solution?

Reveal Solution Hide Solution
Correct Answer: B

To enhance the customer experience for Messaging for Web, several configurations are needed:

Business Hours: Must be active to inform customers about service availability during specific hours.

Omni-Channel Queue or Flow: Required for managing and routing customer interactions.

Estimated Wait Time: Should be activated to display expected wait times to customers, helping manage their expectations.

Business Hours added to the Embedded Deployment: Ensures that the chat functionality reflects the correct availability times and conditions outside business hours.

This combination of settings ensures that customers receive accurate information about wait times and service availability, enhancing transparency and customer satisfaction. Reference: Salesforce Omni-Channel Management


Question #4

The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system to Salesforce.

A consultant has noticed that agents always open the contact record first

when they are routed a new Email-to-Case before they do anything else

What should the consultant set up to make this more efficient for agents?

Reveal Solution Hide Solution
Correct Answer: B

To make the process more efficient for agents who routinely access contact records first when routed a new Email-to-Case, the consultant should edit the navigation rules for the app that the agents use to set Case as a subtab of Contact. This adjustment optimizes the user interface by ensuring that when a case is opened, the associated contact record automatically appears as a subtab. This setup reduces the number of clicks needed to access relevant contact details, streamlining the workflow and saving time for agents. This method leverages the Salesforce Lightning Experience's capability to configure tab settings and navigation rules, enhancing the user experience and efficiency.


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 can

be answered.

Which changes to the Contact Support form process should a consultant suggest to improve the response times?

Reveal Solution Hide Solution
Correct Answer: A

To improve the response times for cases logged via the Contact Support form on Ursa Major Solar's Experience Cloud site, it is recommended to implement Case Assignment Rules. By using Case Assignment Rules to check for specific keywords in the subject or description fields, cases can be automatically assigned to the appropriate specialist queue based on the detected keywords. This targeted assignment ensures that cases are handled by the most suitable department from the outset, reducing the need for transfers and thereby improving response times. This approach leverages Salesforce's built-in functionality to efficiently route cases based on content, which can be set up and maintained with minimal technical overhead. Reference: https://help.salesforce.com/


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