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Salesforce Salesforce-Contact-Center Exam
Salesforce Contact Center Accredited Professional (Page 5 )

Updated On: 1-Feb-2026
Page 5 of 43
PDF with 207 Questions

Your scenario involves migrating to a new chat platform integrated with Salesforce.
Which deployment process best facilitates transition with minimal downtime?

  1. Phased deployment migrating agents and customer access in groups to minimize service interruption.
  2. Parallel deployment running both platforms simultaneously until full migration to the new system.
  3. Cutover deployment with a temporary system switch during scheduled maintenance time for minimal disruption.
  4. All of the above, depending on the platform integration complexity and desired downtime window.

Answer(s): D

Explanation:

Transitioning to a new chat platform integrated with Salesforce can be effectively managed through various deployment strategies, each suitable based on the specific scenario: A. Phased deployment gradually transitions agents and customers, minimizing disruption. B. Parallel deployment allows running both the old and new platforms simultaneously to ensure continuous service. C. Cutover deployment switches systems during a planned downtime, which is typically scheduled for low- usage times. Selecting the appropriate method depends on factors like the complexity of integration and the organization's tolerance for downtime.


Reference:

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



You need to configure dashboards and reports for KPI visualization.
Which platform offers the most flexibility?

  1. Einstein Analytics with customizable dashboards and visual data storytelling capabilities.
  2. Salesforce Reporting tools for generating detailed reports and data analysis.
  3. Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.
  4. All of the above, depending on the desired level of detail, visual representation, and data access.

Answer(s): D

Explanation:

Promoting awareness and utilization of a new knowledge base for self-service customer support involves several strategies: A. Integrating knowledge base articles within chat conversations and case workflows enhances relevance and timely assistance. B. Providing prominent access points across customer-facing channels ensures that customers can easily find and use the knowledge base. C. Conducting user training and awareness campaigns increases familiarity with the knowledge base's features and benefits. Implementing all these approaches simultaneously offers a comprehensive strategy to maximize adoption and effectiveness of the new resource.


Reference:

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



Your scenario includes deploying a new knowledge base for self-service customer support.
Which channel-specific cut-over requirement promotes awareness and utilization?

  1. Integrating knowledge base articles within relevant chat conversations and case workflows.
  2. Providing prominent access points to the new knowledge base across various customer-facing channels.
  3. Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.
  4. All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.

Answer(s): D

Explanation:

encourage self-service adoption through the new knowledge base Comprehensive Detailed Explanation with


Reference:

Promoting awareness and utilization of a new knowledge base for self-service customer support involves several strategies: A. Integrating knowledge base articles within chat conversations and case workflows enhances relevance and timely assistance. B. Providing prominent access points across customer-facing channels ensures that customers can easily find and use the knowledge base. C. Conducting user training and awareness campaigns increases familiarity with the knowledge base's features and benefits. Implementing all these approaches simultaneously offers a comprehensive strategy to maximize adoption and effectiveness of the new resource.

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



You`re deploying a new escalation rule for voice calls in Omni-Channel.
Which channel-specific cut- over requirement ensures timely intervention for high-priority calls?

  1. Configuring the rule to trigger automatic notifications and case creation for escalated calls.
  2. Testing the escalation rule functionality with test calls and dummy scenarios before deployment.
  3. Defining clear criteria for call escalation based on urgency and wait times.
  4. All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.

Answer(s): D

Explanation:

Ensuring timely intervention for high-priority voice calls involves multiple strategies:
A. Configuring the rule to trigger automatic notifications and case creation helps immediately alert relevant parties when a call meets escalation criteria. B. Testing the escalation rule functionality with test calls and dummy scenarios ensures the rule works correctly under various conditions before going live. C. Defining clear criteria for call escalation based on urgency and wait times ensures that high- priority calls are identified and escalated appropriately. Implementing these measures together establishes a robust and effective process for managing escalated calls within Omni-Channel.


Reference:

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



Your deployment involves introducing a new agent performance dashboard.
Which cut-over requirement helps ensure user adoption and understanding?

  1. Providing comprehensive training on the dashboard features and metrics for agents.
  2. Making the dashboard easily accessible and readily available within the agent interface.
  3. Customizing the dashboard layout and visualizations to align with agent preferences and needs.
  4. All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.

Answer(s): D

Explanation:

For a new agent performance dashboard, several factors contribute to successful user adoption and understanding:
A: Providing comprehensive training on dashboard features and metrics helps agents understand how to use the tool effectively.
B: Making the dashboard easily accessible within the agent interface ensures that it is used frequently and seamlessly.
C: Customizing the dashboard layout and visualizations to match agent preferences and needs increases its practicality and relevance.
These combined efforts enhance user experience and encourage agents to fully utilize the new dashboard.


Reference:

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



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