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Salesforce Salesforce-Contact-Center Exam
Salesforce Contact Center Accredited Professional (Page 2 )

Updated On: 1-Feb-2026
Page 2 of 43
PDF with 207 Questions

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

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

Answer(s): D

Explanation:

Personalizing customer interactions in Salesforce Contact Center involves leveraging various data elements to understand and predict customer needs effectively. The elements include:
Custom fields: These capture specific customer preferences and historical data like purchase history. This helps in tailoring offerings and communication specific to individual preferences. Case history tracking: This element records details of past interactions, issues, and resolutions, providing a context-rich background that enables service agents to provide more informed and empathetic responses.
Segmentation rules: These help in categorizing customers into different groups based on their behaviors and specific criteria, which can then be used to target communications and services more effectively.
Using these elements in combination allows for a comprehensive view of the customer, enabling highly personalized experiences that are responsive to individual customer profiles, history, and preferences. More details can be found in Salesforce's resource on creating personalized customer experiences using Salesforce Contact Center, available at Salesforce Contact Center Personalization.



You`re validating performance requirements for the deployed system.
Which tool helps assess system responsiveness and handle load testing?

  1. Analyzing system logs and resource utilization data to identify performance bottlenecks and resource constraints.
  2. Utilizing performance testing tools to simulate user activity and analyze response times, throughput, and stability under load.
  3. Monitoring agent feedback and user experience reports for any performance issues or service delays after deployment.
  4. All of the above, providing a holistic view of system performance and adherence to defined responsiveness and load handling requirements.

Answer(s): D

Explanation:

Assessing system performance and responsiveness involves various tools and approaches:
A: Analyzing system logs and resource utilization data helps identify performance bottlenecks. B: Utilizing performance testing tools to simulate user activity enables evaluation of system response times and stability under various load conditions.
C: Monitoring agent feedback and user experience reports provides insights into real-world performance issues post-deployment.
These combined approaches offer a comprehensive evaluation of the system's performance, ensuring it meets the required standards for responsiveness and load handling.


Reference:

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



Your data migration plan involves staged rollouts for different user groups.
Which data preparation step facilitates this approach?

  1. Dividing customer data into separate subsets based on user groups for targeted and phased migration.
  2. Configuring role-based access controls within the new system to ensure data access aligns with user group assignments.
  3. Testing data migration functionalities with pilot groups to identify and address any issues before broader rollout.
  4. All of the above, contributing to a controlled and efficient data migration process with minimal disruption to different user groups.

Answer(s): D

Explanation:

For a staged rollout involving different user groups, several data preparation steps are crucial to ensure a smooth transition. Dividing customer data into subsets allows for phased migration, targeting specific groups at different times. Configuring role-based access controls ensures that data access permissions are appropriately set for each group. Conducting tests with pilot groups helps identify and rectify issues before a full rollout. Thus, "D. All of the above, contributing to a controlled and efficient data migration process with minimal disruption to different user groups" best encapsulates the comprehensive approach needed for successful staged rollouts.


Reference:

Salesforce Data Migration Best Practices



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

  1. Reviewing report builder configurations and data source connections to ensure alignment with defined reporting requirements.
  2. Analyzing system logs and report execution history to identify any errors or missing data within generated reports.
  3. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.
  4. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.

Answer(s): D

Explanation:

Assessing the functionality and accuracy of reports in a new system involves multiple checks. Reviewing report builder configurations and data source connections ensures that the foundation for reporting is correctly set up. Executing test reports checks for data accuracy and the relevance of visualizations. Analyzing system logs and report execution history helps identify any operational issues. Therefore, "D. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system" accurately describes the necessary steps for thorough report validation.


Reference:

Salesforce Reports and Dashboards



Your project requires migrating custom objects and their associated dat

  1. Which data preparation step helps maintain field-level validation rules and triggers?
  2. Exporting custom objects and data along with associated validation rules and trigger definitions for import into the new system.
  3. Configuring the new system to automatically recognize and apply existing field-level validation rules and triggers during data migration.
  4. Manually reviewing and verifying the accuracy and functionality of imported validation rules and triggers after data migration.
  5. All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects.

Answer(s): D

Explanation:

Maintaining field-level validation rules and triggers during migration of custom objects requires thorough planning and execution. Exporting these elements along with the objects ensures they are not lost during transition. Configuring the new system to recognize and apply these rules and triggers maintains data integrity. Manually verifying these rules post-migration confirms their correct function. "D. All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects" covers all necessary steps for successful integration of these critical components.


Reference:

Salesforce Custom Objects and Data Integrity



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