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Salesforce Salesforce-Contact-Center Exam
Salesforce Contact Center Accredited Professional (Page 3 )

Updated On: 1-Feb-2026
Page 3 of 43
PDF with 207 Questions

You`re preparing data migration for knowledge base articles with associated attachments.
Which step helps ensure file compatibility and accessibility within the new platform?

  1. Converting attachments to formats compatible with the new knowledge base system before the migration process.
  2. Configuring the new platform to recognize and handle different file formats associated with migrated knowledge base articles.
  3. Testing access and download functionality for attached files within the new platform after the migration is complete.
  4. All of the above, contributing to seamless access and usability of knowledge base articles with corresponding attachments in the new system.

Answer(s): D

Explanation:

Ensuring file compatibility and accessibility for knowledge base articles with attachments in a new platform involves several important steps. Converting attachments to compatible formats prevents issues post-migration. Configuring the new system to handle different file formats ensures seamless access. Testing file access and functionality after migration confirms the integrity and usability of the files. Thus, "D. All of the above, contributing to seamless access and usability of knowledge base articles with corresponding attachments in the new system" provides a robust approach to managing file migration effectively.


Reference:

Salesforce Knowledge Management



Your deployment involves migrating historical case dat

  1. Which data preparation step helps maintain case history and audit trails accurately?
  2. Transferring all available case data, including comments, attachments, and activity logs, during the migration process.
  3. Configuring the new system to preserve chronological order and timestamps associated with historical case events.
  4. Testing case history access and audit trail functionality to verify accurate retrieval and display of historical information.
  5. All of the above, contributing to a complete and accessible migration of historical case data with preserved context and audit trails.

Answer(s): D

Explanation:

Maintaining case history and audit trails accurately during a migration process involves several crucial steps:
A: Transferring all available case data, including comments, attachments, and activity logs, ensures that no historical data is lost.
B: Configuring the new system to preserve chronological order and timestamps of historical case events maintains the integrity of the case timeline.
C: Testing case history access and audit trail functionality ensures that all historical information is retrievable and accurately displayed post-migration.
These steps collectively ensure that historical case data is migrated completely and remains accessible and contextually intact in the new system.


Reference:

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



You`re deploying a new routing rule for social media inquiries.
Which channel-specific cut-over requirement helps maintain efficient social media messaging?

  1. Pre-populating agent dashboards with relevant information about incoming social media interactions.
  2. Ensuring seamless continuity of ongoing social media conversations during the cut-over process.
  3. Automating case creation and assignment based on social media message content and customer profiles.
  4. All of the above, contributing to a smooth and efficient transition for handling social media inquiries.

Answer(s): D

Explanation:

Efficiently managing the transition of social media messaging in a new routing setup involves several strategies:
A: Pre-populating agent dashboards with relevant information enhances readiness to handle incoming interactions effectively.
B: Ensuring seamless continuity of ongoing conversations during the cut-over minimizes disruption to customer communications.
C: Automating case creation and assignment based on social media content and customer profiles streamlines the response process.
Combining these approaches ensures that social media inquiries are managed smoothly and efficiently during and after the transition.


Reference:

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



Validating Contact Center metrics involves verifying data accuracy and interpretation.
Which tool helps with data quality checks?

  1. Salesforce Data Loader for bulk data imports and basic field validation.
  2. Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.
  3. Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.
  4. All of the above, offering various options for ensuring data quality and reliable metric interpretation.

Answer(s): D

Explanation:

Validating data quality and the accuracy of Contact Center metrics involves multiple tools and approaches:
A: Salesforce Data Loader can be used for bulk data imports and performing basic field validations.
B: Data Quality Rules help highlight missing information and formatting inconsistencies within Salesforce.
C: Einstein Anomaly Detection tools identify unusual patterns that may indicate data inaccuracies. Employing these tools collectively enhances the reliability of data and the accuracy of metric interpretation across the Contact Center.


Reference:

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



Your KPIs include tracking customer satisfaction ratings for specific channels.
Which feature facilitates this?

  1. Surveys triggered after case closure based on case closure rules or manual initiation.
  2. Einstein Feedback Surveys automatically sent based on interaction events and collecting customer feedback.
  3. Custom Apex development for integrating third-party survey platforms into the Contact Center workflow.
  4. All of the above, depending on the desired survey integration level and automation requirements.

Answer(s): D

Explanation:

Tracking customer satisfaction ratings for specific channels can be facilitated by various Salesforce features, depending on integration and automation needs:
A: Surveys triggered after case closure can be automated through case closure rules or manually initiated, fitting standard operational workflows.
B: Einstein Feedback Surveys are automatically sent based on specific interaction events, gathering timely and relevant customer feedback.
C: Custom Apex development allows for the integration of third-party survey platforms, offering flexibility and enhanced survey capabilities.
These options provide diverse methods to collect and analyze customer satisfaction across different channels, tailoring the approach to specific business needs.


Reference:

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



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