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Salesforce Salesforce-Contact-Center Exam (page: 3)
Salesforce Contact Center Accredited Professional
Updated on: 12-Feb-2026

Viewing Page 3 of 43
Salesforce-Contact-Center PDF 207 Questions

The customer needs flexibility for future modifications to workflows and processes.
Which design approach promotes maintainability?

  1. Develop complex custom code for every functionality to achieve specific needs.
  2. Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation.
  3. Utilize external applications and extensive third-party integrations for various functionalities.
  4. Design rigid workflows with limited room for future adjustments or customizations.

Answer(s): B

Explanation:

Salesforce promotes using standard features for flexibility and ease of maintenance. Using tools like Process Builder and Flow allows businesses to visually create, understand, and modify workflows without the need for complex code. This approach supports maintainability as modifications can be made easily by administrative staff rather than requiring developer intervention each time, which aligns with option "B. Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation."


Reference:

Salesforce Documentation on Process Builder



The customer wants to track metrics across different case types and channels.
Which reporting element helps with data standardization and analysis?

  1. Develop custom reports with unique data models for each case type and channel.
  2. Utilize standard case fields and reporting tools to categorize and analyze data across the board.
  3. Implement separate dashboards for each channel and case type with customized metrics.
  4. Employ third-party analytics tools with independent data structures and visualizations.

Answer(s): B

Explanation:

Standardizing data across different case types and channels can be efficiently managed using Salesforce's built-in case fields and reporting tools. This allows for consistent categorization and analysis of data, enhancing the ability to track and compare metrics seamlessly across the organization. Option "B. Utilize standard case fields and reporting tools to categorize and analyze data across the board" best fits this need, as it utilizes the robust native functionalities of Salesforce for comprehensive data analysis and reporting.


Reference:

Salesforce Documentation on Reports and Dashboards



The customer wants to streamline agent onboarding and training.
Which feature promotes reusability and maintainability?

  1. Develop unique training guides and resources for each agent role and case type.
  2. Create standard operating procedures (SOPs) documented within Salesforce Knowledge Base articles.
  3. Leverage Service Cloud Knowledge articles with searchable information and step-by-step guides for common tasks.
  4. Design personalized training materials tailored to specific agent skill sets and needs.

Answer(s): C

Explanation:

Service Cloud Knowledge articles provide a scalable and reusable solution for agent onboarding and training. These articles can be easily accessed and used by agents for self-help and learning, promoting a consistent training experience across the organization. They also support updates and maintenance, ensuring that the training content remains relevant and accurate. Thus, "C. Leverage Service Cloud Knowledge articles with searchable information and step-by-step guides for common tasks" is the appropriate choice for streamlining training processes.


Reference:

Salesforce Documentation on Service Cloud Knowledge



The customer requires secure access control for sensitive customer dat

  1. Which data model element contributes to data security?
  2. Utilize custom fields to capture all types of customer information without access restrictions.
  3. Configure field-level security to grant selective access to sensitive data based on user roles and permissions.
  4. Implement third-party data encryption solutions for additional security layers.
  5. Store all customer data in one field without any segregation or access control mechanisms.

Answer(s): B

Explanation:

Field-Level Security (FLS) in Salesforce is essential for controlling access to sensitive data. It allows administrators to specify which fields are visible and editable by which users or profiles. This ensures that sensitive customer information is only accessible to authorized personnel, thereby contributing significantly to data security. Option "B. Configure field-level security to grant selective access to sensitive data based on user roles and permissions" is the correct choice as it directly addresses the requirement for secure access control within the Salesforce data model.


Reference:

Salesforce Documentation on Field-Level Security



The customer requests integrations with existing CRM and marketing automation systems.
Which approach promotes data integrity and maintainability?

  1. Develop custom code for each integration, creating independent data silos and complex maintenance needs.
  2. Utilize pre-built Salesforce connectors and APIs for seamless data exchange with external systems.
  3. Implement point-to-point integrations with each system, requiring ongoing customization and management.
  4. Avoid integrations altogether and maintain separate data environments for different functionalities.

Answer(s): B

Explanation:

Salesforce provides various pre-built connectors and APIs that enable seamless integration with external CRM and marketing automation systems. Using these connectors and APIs ensures data integrity and maintainability by facilitating standardized data exchange and reducing the need for custom code, which can become cumbersome and error-prone. Thus, option "B. Utilize pre-built Salesforce connectors and APIs for seamless data exchange with external systems" is the best approach for integrating systems while maintaining data integrity and ease of maintenance.


Reference:

Salesforce Documentation on Integration



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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.
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