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Salesforce Salesforce-Contact-Center Exam (page: 2)
Salesforce Contact Center Accredited Professional
Updated on: 25-Dec-2025

Viewing Page 2 of 43
Salesforce-Contact-Center PDF 207 Questions

The customer desires seamless integration with their existing CRM system.
Which functionality bridges this gap?

  1. Data Import Wizard
  2. Partner Integrations
  3. Einstein Analytics
  4. Apex Code Development

Answer(s): B

Explanation:

Partner integrations in Salesforce Contact Center allow for seamless integration with existing CRM systems by leveraging pre-built connectors and integration apps available on Salesforce AppExchange. These partner solutions are specifically designed to integrate diverse systems with Salesforce, ensuring that data flows smoothly between Salesforce and other CRMs without needing custom development. This enables businesses to enhance their customer service capabilities by integrating their existing tools and databases into a unified Salesforce environment.


Reference:

https://appexchange.salesforce.com/



The customer needs advanced customization for specific workflows.
Which option provides flexibility?

  1. Out-of-the-box configuration
  2. Salesforce Flow
  3. Third-party development
  4. Custom Apex coding

Answer(s): B

Explanation:

Salesforce Flow provides the flexibility needed for advanced customization of specific workflows within the Salesforce environment. It allows admins and developers to automate complex business processes and create rich, guided user experiences. The tool offers a drag-and-drop interface to design customized workflows, which can handle various actions like data collection, records updates, and complex logic without the need for custom code.


Reference:

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



The customer wants to track agent performance and customer satisfaction.
Which functionality provides valuable insights?

  1. Field History Tracking
  2. Reports & Dashboards
  3. Einstein Discovery
  4. Process Builder

Answer(s): B

Explanation:

Reports and Dashboards in Salesforce provide comprehensive insights into agent performance and customer satisfaction. They enable organizations to create detailed reports and visualize data through customizable dashboards, which helps in monitoring key performance indicators (KPIs) and trends. This functionality supports decision-making by providing real-time data analysis, aiding in the improvement of agent performance and the enhancement of customer satisfaction levels.


Reference:

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



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

  1. Implement custom Apex code for routing and case management.
  2. Configure multiple queues and leverage Omni-Channel Routing for dynamic agent availability.
  3. Utilize a third-party call center solution integrated with Salesforce.
  4. Increase agent resources without considering automation or process optimization.

Answer(s): B

Explanation:

Configuring multiple queues and leveraging Omni-Channel Routing ensures scalability and efficiency, especially during peak hours in a contact center. Omni-Channel Routing automatically distributes incoming work to agents based on availability and skill set, allowing for dynamic management of high call volumes. This solution supports the scalability of the contact center by optimizing the allocation of resources and reducing wait times for customers.


Reference:

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



The customer wants automated case escalation based on specific criteri

  1. Which data model element plays a key role?
  2. Custom fields capturing escalation triggers like priority or SLA breaches.
  3. Workflow Rules configured with escalation steps and case field conditions.
  4. Process Builder sequences defining escalation actions and notifications.
  5. Entitlements specifying service level agreements and associated escalation rules.

Answer(s): D

Explanation:

In Salesforce, Entitlements are crucial for managing service level agreements (SLAs) and the associated rules, including escalation policies. Entitlements allow organizations to define and enforce service levels through milestones that can trigger escalations if cases are at risk of breaching service commitments. This functionality is essential for automated case escalation based on specific criteria such as response times or resolution deadlines, which makes "D. Entitlements specifying service level agreements and associated escalation rules" the correct answer.


Reference:

Salesforce Documentation on Entitlements



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Share your comments for Salesforce Salesforce-Contact-Center exam with other users:

Einstein 11/8/2025 4:13:37 AM

Passed this exam in first appointment. Great resource and valid exam dump.
Anonymous


Einstein 9/2/2025 7:42:00 PM

Passed this exam today. All questions are valid and this is not something you can find in ChatGPT.
UNITED KINGDOM