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Salesforce Salesforce-Contact-Center Exam
Salesforce Contact Center Accredited Professional (Page 6 )

Updated On: 1-Feb-2026
Page 6 of 43
PDF with 207 Questions

You`re deploying a new email channel integration for customer support.
Which cut-over requirement helps maintain data accuracy and consistency?

  1. Implementing data validation rules for incoming email subject lines and customer information.
  2. Configuring automated case creation and assignment based on specific keywords and email content.
  3. Testing the email integration with various sample messages and scenarios before real-world deployment.
  4. All of the above, contributing to accurate data capture and seamless processing of email inquiries.

Answer(s): D

Explanation:

Deploying a new email channel integration effectively requires comprehensive preparation:
A: Implementing data validation rules ensures that incoming email data like subject lines and customer information is accurate.
B: Configuring automated case creation and assignment based on email content helps streamline the handling process.
C: Testing the integration with sample messages ensures functionality across different scenarios before going live.
These steps together ensure data accuracy and the smooth operation of the new email channel.


Reference:

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



Your scenario involves deploying a new outbound calling feature for targeted campaigns.
Which cut- over requirement helps mitigate compliance risks?

  1. Verifying agent training on call scripts and adherence to regulatory requirements.
  2. Ensuring proper opt-in mechanisms and customer consent management for outbound calls.
  3. Implementing recording and call monitoring functionalities for compliance audits and quality control.
  4. All of the above, contributing to a compliant and responsible outbound calling operation.

Answer(s): D

Explanation:

Mitigating compliance risks in outbound calling involves multiple considerations:
A: Verifying agent training on call scripts ensures adherence to regulatory requirements.
B: Ensuring proper opt-in mechanisms and management of customer consent guards against violations.
C: Implementing recording and monitoring functionalities aids in compliance audits and quality control.
Collectively, these measures foster a compliant approach to managing outbound calls, reducing risk and enhancing accountability.


Reference:

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



You`re deploying a new web chat widget with proactive engagement triggers.
Which cut-over requirement helps optimize customer experience and minimize intrusion?

  1. Defining precise triggers for proactive chat engagement based on website visitor behavior and context.
  2. Configuring clear opt-out options for customers within the chat window and on website landing pages.
  3. Providing agents with readily available customer context and browsing history within the chat interface.
  4. All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.

Answer(s): D

Explanation:

Optimizing customer experience with a new web chat widget involves several strategic actions:
A: Defining precise triggers based on visitor behavior ensures proactive engagements are timely and relevant.
B: Configuring clear opt-out options respects customer preferences and minimizes intrusion.
C: Providing agents with customer context and browsing history enhances the ability to offer personalized assistance.
Implementing these requirements collectively ensures a positive and non-intrusive chat experience, fostering customer satisfaction and engagement.


Reference:

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



You need to identify trends and patterns within Contact Center metrics.
Which tool offers the most advanced data analysis capabilities?

  1. Salesforce Reporting with basic filters and data grouping for analysis.
  2. Omni-Channel dashboards providing real-time insights and basic trend visualization.
  3. Einstein Analytics with advanced data blending, predictive modeling, and visual storytelling capabilities.
  4. All of the above, depending on the desired level of data exploration, predictive insights, and visual representations.

Answer(s): D

Explanation:

Identifying trends and patterns within Contact Center metrics requires tools capable of varying levels of analysis. Salesforce Reporting offers basic filtering and grouping, Omni-Channel dashboards provide real-time operational insights, and Einstein Analytics delivers sophisticated capabilities like data blending, predictive modeling, and visual storytelling. "D. All of the above, depending on the desired level of data exploration, predictive insights, and visual representations" captures the broad range of tools available for different analytical needs, making it the optimal choice.


Reference:

Einstein Analytics



You`re deploying a new SMS channel for customer updates and notifications.
Which cut-over requirement helps prevent message delivery failures and ensure customer reach?

  1. Validating customer phone numbers and carrier compatibility before activating the SMS channel.
  2. Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications.
  3. Implementing message throttling and rate limiting to prevent overwhelming customers with SMS alerts.
  4. All of the above, contributing to reliable and effective SMS communication with customers.

Answer(s): D

Explanation:

Deploying a new SMS channel for customer updates and notifications requires comprehensive planning to prevent delivery failures and ensure effective communication. Validating customer phone numbers and carrier compatibility ensures that messages reach the intended recipients. Configuring opt-in and opt-out mechanisms maintains compliance and respects customer preferences. Implementing message throttling and rate limiting avoids overwhelming customers and enhances the customer experience. Therefore, "D. All of the above, contributing to reliable and effective SMS communication with customers" is the best approach to ensure a successful SMS channel rollout.


Reference:

Salesforce Mobile Messaging



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