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Salesforce Salesforce-Contact-Center Exam
Salesforce Contact Center Accredited Professional (Page 12 )

Updated On: 1-Feb-2026
Page 8 of 43
PDF with 207 Questions

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

  1. Sending test emails with sample data sets and manually checking for merge field accuracy.
  2. Utilizing pre-configured Salesforce test cases for email merge field functionality.
  3. Reviewing email delivery logs and checking for errors or missing data in merged fields.
  4. Implementing Apex triggers to validate data integrity before triggering email sending actions.

Answer(s): A

Explanation:

The most effective method to validate the accuracy of dynamic data merging in email templates is by sending test emails with sample data sets and manually checking the accuracy of the merged fields. This direct approach allows you to see exactly how the email appears to the recipient and confirm that all data fields are populating correctly. This hands-on verification ensures that any discrepancies can be quickly identified and corrected.


Reference:

https://help.salesforce.com/articleView?id=sf.email_templates_test.htm



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

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

Answer(s): B

Explanation:

Omni-Channel routing with skill mapping based on agent language proficiency is the most effective feature for routing calls based on the language spoken. This feature allows calls to be directed to agents who are proficient in the language required by the caller, ensuring effective communication and enhancing customer satisfaction.


Reference:

https://help.salesforce.com/articleView?id=sf.omnichannel_skills_based_routing_setup.htm



You need to validate call recording functionality.
Which Salesforce tool assists with this?

  1. Monitoring call logs and reports within Salesforce for recorded call availability.
  2. Utilizing the Call History related list on Case records to access and play recordings.
  3. Configuring Voice Call Transcripts to generate automatic text summaries of recorded calls.
  4. All of the above, providing various options for accessing, playing, and reviewing call recordings.

Answer(s): D

Explanation:

Validating call recording functionality can be effectively managed using a combination of Salesforce tools: A. Monitoring call logs and reports within Salesforce ensures recorded calls are stored and accessible. B. Utilizing the Call History related list on Case records allows users to access and play specific recordings. C. Configuring Voice Call Transcripts to generate text summaries aids in reviewing the content of calls efficiently. Using these tools together provides a comprehensive approach to managing, accessing, and reviewing call recordings.


Reference:

https://help.salesforce.com/articleView?id=sf.voice_call_integration.htm



Your requirements include call deflection through IVR (Interactive Voice Response).
Which tool is best suited for this?

  1. Process Builder sequences defining IVR menus and routing options based on caller selections.
  2. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.
  3. Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.
  4. All of the above, depending on the complexity of the desired IVR functionalities.

Answer(s): B

Explanation:

Flow Builder is best suited for designing and configuring IVR (Interactive Voice Response) systems due to its visual drag-and-drop interface. This tool allows for easy creation of complex IVR menus and routing options based on caller selections, facilitating effective call deflection and ensuring callers can resolve their inquiries without needing direct agent interaction.


Reference:

https://help.salesforce.com/articleView?id=sf.flow_builder.htm



You need to configure self-service knowledge base articles.
Which Salesforce feature facilitates this?

  1. Salesforce Knowledge articles with categorization and tagging for easy customer search.
  2. Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.
  3. Einstein Search for intelligent article recommendations based on customer keywords and context.
  4. All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.

Answer(s): D

Explanation:

Configuring a self-service knowledge base effectively involves multiple Salesforce features: A. Salesforce Knowledge provides articles that can be easily categorized and tagged for customer searches. B. Web-to-Case forms allow customers to submit inquiries directly if articles do not resolve their issues. C. Einstein Search enhances the experience by offering intelligent article recommendations based on customer inputs. These features together create a robust, user-friendly self-service knowledge base, promoting efficient customer self-help and satisfaction.


Reference:

https://help.salesforce.com/articleView?id=sf.knowledge_manage_articles.htm



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