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Salesforce Salesforce-Contact-Center Exam
Salesforce Contact Center Accredited Professional (Page 4 )

Updated On: 1-Feb-2026
Page 4 of 43
PDF with 207 Questions

You need to configure automated alerts for exceeding predefined KPI thresholds.
Which tool facilitates this?

  1. Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.
  2. Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.
  3. Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.
  4. All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.

Answer(s): D

Explanation:

Configuring automated alerts for KPI thresholds can be effectively managed using various Salesforce tools. Omni-Channel can provide real-time alerts about queue times, Process Builder can automate notifications and case escalations based on specific KPI deviations, and Flow Builder offers flexible, visual design interfaces for creating complex notification workflows. Thus, "D. All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow" is the best answer, as it covers the range of tools available to suit different alerting needs.


Reference:

Salesforce Process Automation



Your deployment involves migrating external system integrations.
Which data preparation step helps maintain connection accuracy and functionality?

  1. Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.
  2. Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.
  3. Documenting API configurations and connection details for external integrations after successful migration and testing.
  4. All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.

Answer(s): D

Explanation:

Ensuring the accuracy and functionality of external system integrations during a migration involves comprehensive preparation:
A: Mapping and verifying field names and data formats ensures compatibility between systems. B: Testing data exchange with external systems through mock scenarios validates the integration before live deployment.
C: Documenting API configurations and connection details provides a reference for maintaining and troubleshooting integrations post-migration.
These steps collectively ensure a smooth transition and reliable operation of external system integrations in the new Contact Center system.


Reference:

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



Your KPIs include measuring agent utilization rates.
Which metric best reflects this?

  1. Number of cases handled by an agent during a specific period.
  2. Agent login duration divided by the total active work time on cases or chats.
  3. Time spent by an agent on various activities throughout the workday.
  4. All of the above, depending on the desired scope and granularity of agent utilization measurement.

Answer(s): D

Explanation:

Measuring agent utilization rates can involve various metrics to capture different aspects of agent activity. The number of cases handled provides a direct measure of workload, agent login duration relative to active work time gives a measure of efficiency, and tracking time spent on various activities offers insight into how agents distribute their efforts during the workday. Therefore, "D. All of the above, depending on the desired scope and granularity of agent utilization measurement" provides a comprehensive approach to accurately reflecting agent utilization.


Reference:

Salesforce Performance Management



You need to share Contact Center metrics with external stakeholders.
Which feature facilitates secure and controlled data sharing?

  1. Exporting reports and dashboards for external access via email or file sharing platforms.
  2. Salesforce Sharing Settings granting specific access levels to external users for relevant dashboards and reports.
  3. Custom Apex development for building secure data sharing portals with granular access controls.
  4. All of the above, depending on the security requirements, desired level of control, and complexity of data access needs.

Answer(s): D

Explanation:

Sharing Contact Center metrics with external stakeholders can be managed through various Salesforce features, depending on the specifics of the requirement. Exporting reports and dashboards provides a straightforward method of sharing data. Salesforce Sharing Settings allow for controlled access to specific dashboards and reports. Custom Apex development can create highly secure data sharing portals tailored to precise needs. Therefore, "D. All of the above, depending on the security requirements, desired level of control, and complexity of data access needs" is the best answer, offering flexibility and security in data sharing.


Reference:

Salesforce Data Sharing and Security



You need to deploy a new case routing algorithm based on AI.
Which deployment process provides the safest and most controlled approach?

  1. Pilot deployment involving a small user group for testing and feedback before broader rollout.
  2. Production deployment directly to all users simultaneously, with immediate effect.
  3. Full sandbox deployment for comprehensive testing before migrating to production.
  4. All of the above, depending on the complexity and potential impact of the new algorithm.

Answer(s): A

Explanation:

Deploying a new case routing algorithm based on AI is best approached using a pilot deployment. This method involves testing the new algorithm with a small group of users to collect feedback and assess performance in a controlled environment. This approach allows for identifying potential issues and making necessary adjustments before a full-scale rollout, thus reducing risk and ensuring the algorithm performs as intended when implemented broadly.


Reference:

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



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