Cisco
CompTIA
ISC
EC-Council
EXIN
Fortinet
ITIL
Juniper
Microsoft
VMware
Avaya
SAP
Google
NVIDIA
Salesforce
Amazon
Palo Alto Networks
ISC2
Splunk
ServiceNow
All Vendors
  2. Home
  3. Exams
  4. Salesforce
  5. Salesforce-Contact-Center

Salesforce Salesforce-Contact-Center Exam
Salesforce Contact Center Accredited Professional (Page 7 )

Updated On: 1-Feb-2026
Page 7 of 43
PDF with 207 Questions

Your scenario involves transitioning to a new self-service portal for customers.
Which cut-over requirement helps ensure successful user adoption and engagement?

  1. Implementing robust search functionalities and user-friendly navigation within the new self- service portal.
  2. Conducting user testing and gathering feedback on the portal`s usability and accessibility.
  3. Launching awareness campaigns and providing clear guidance on how to use the new self-service portal.
  4. All of the above, contributing to a positive user experience and encouraging customer adoption of the new portal.

Answer(s): D

Explanation:

Ensuring successful user adoption and engagement with a new self-service portal involves a comprehensive strategy:
A: Implementing robust search functionalities and user-friendly navigation makes the portal easy to use and helps customers find the information they need quickly. B. Conducting user testing and gathering feedback allows for refining the portal based on real user experiences and preferences.
C: Launching awareness campaigns and providing clear guidance ensures that customers are aware of the new portal and understand how to use it effectively. Combining these elements fosters a positive user experience, which is crucial for encouraging adoption and engagement.


Reference:

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



Your project requires migrating knowledge base articles.
Which data preparation step helps maintain internal links and formatting within articles?

  1. Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.
  2. Manually reviewing and adjusting internal links and formatting within each article before migration.
  3. Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.
  4. All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.

Answer(s): D

Explanation:

Maintaining internal links and formatting when migrating knowledge base articles requires careful preparation. Exporting articles in formats that preserve these elements ensures they are retained during the migration. Manually reviewing articles allows for adjustments to links and formatting that may not automatically transfer correctly. Data transformation tools can automate some adjustments, adapting articles to the new system's requirements. Thus, "D. All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links" provides a comprehensive strategy for effectively maintaining article integrity during migration.


Reference:

Salesforce Knowledge Base Migration



The customer values user adoption and training.
Which element should be prioritized in the implementation plan?

  1. Extensive technical documentation and configuration guides.
  2. Comprehensive change management and communication strategy.
  3. End-to-end user training programs and support resources.
  4. Development and testing of core functionalities before focusing on user experience.

Answer(s): C

Explanation:

User adoption and training are crucial for the successful implementation of any new system. Prioritizing end-to-end user training programs and support resources is essential to ensure that all users are comfortable and proficient with the new tools and functionalities. This approach helps to maximize user engagement and productivity, which are critical for the overall success of the project. Therefore, "C. End-to-end user training programs and support resources" should be the focus in the implementation plan to enhance user adoption and effectiveness.


Reference:

Salesforce Training and Certification



To validate email deliverability, you need to test spam filters and blacklists.
Which tool helps with this process?

  1. Email testing services like Mail Tester and GlockApps for analyzing email content and predicting spam filter activation.
  2. Monitoring email logs and delivery reports within Salesforce for identifying blocked or bounced emails.
  3. Configuring SPF, DKIM, and DMARC authentication protocols to improve email deliverability reputation.

Answer(s): A

Explanation:

To validate email deliverability, especially in terms of avoiding spam filters and blacklists, using email testing services is highly effective: A. Email testing services like Mail Tester and GlockApps analyze email content, simulate sending to major email providers, and report on elements that could trigger spam filters. These services provide actionable insights that can help in adjusting email content and settings to improve deliverability.
While B and C are valuable for overall email deliverability management, they do not specifically provide testing or simulation of spam filter activation, which is crucial for proactive deliverability testing.
For more on improving email deliverability with Salesforce, including the use of testing tools, you can visit:
https://developer.salesforce.com/



Your design includes email auto-replies for initial case acknowledgements.
Which tool facilitates automated responses?

  1. Workflow Rules with email action steps triggered by case creation events.
  2. Process Builder sequences defining auto-reply steps and dynamic content insertion.
  3. Entitlement Email Templates configured with automatic responses based on service level agreements.
  4. Einstein Bots configured to send auto-replies and collect initial information from customers via email.

Answer(s): A

Explanation:

For setting up automated responses such as email auto-replies for initial case acknowledgments, Workflow Rules with email action steps triggered by case creation events are highly effective. This tool allows you to configure specific conditions under which auto-replies are sent, ensuring that every new case receives an immediate acknowledgment. This functionality is essential for maintaining timely communication with customers and enhancing their service experience. Therefore, "A. Workflow Rules with email action steps triggered by case creation events" is the most suitable tool for automating email responses in this context.


Reference:

Salesforce Workflow and Approvals



Viewing page 7 of 43
Viewing questions 31 - 35 out of 207 questions



Post your Comments and Discuss Salesforce Salesforce-Contact-Center exam prep with other Community members:

Join the Salesforce-Contact-Center Discussion