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Salesforce Salesforce-Contact-Center Dumps Questions Answers

Salesforce-Contact-Center exam

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Salesforce Contact Center Accredited Professional Exam

Last Update Jun 17, 2024
Total Questions : 205

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Last Update Jun 17, 2024
Total Questions : 205

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Total Questions : 205

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Salesforce Contact Center Accredited Professional Exam Questions and Answers

Questions 1

Your customer expects high call volume during peak hours. Which solution best ensures contact center scalability?



Implement custom Apex code for routing and case management.


Configure multiple queues and leverage Omni-Channel Routing for dynamic agent availability.


Utilize a third-party call center solution integrated with Salesforce.


Increase agent resources without considering automation or process optimization.

Questions 2

The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?



Case Volume Deflection Rate


Customer Effort Score (CES)


Number of Knowledge Base Articles Viewed


Web Chat Engagement Rate

Questions 3

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



Integrating knowledge base articles within relevant chat conversations and case workflows.


Providing prominent access points to the new knowledge base across various customer-facing channels.


Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.


All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.