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Salesforce Salesforce-Contact-Center Exam (page: 6)
Salesforce Contact Center Accredited Professional
Updated on: 25-Dec-2025

Viewing Page 6 of 43
Salesforce-Contact-Center PDF 207 Questions

The legal team emphasizes data security and compliance. How can future functionality address this?

  1. Implement field-level security to restrict access to sensitive data based on user roles and permissions.
  2. Encrypt customer data at rest and in transit to protect against unauthorized access.
  3. Conduct regular security audits and vulnerability assessments to identify potential risks.
  4. All of the above, combined for a comprehensive approach to data security and compliance.

Answer(s): D

Explanation:

Implementing a combination of field-level security, encryption, and regular security audits addresses the concerns of data security and compliance comprehensively. Field-level security ensures that sensitive data is accessible only to authorized users based on their roles. Encryption of data at rest and in transit protects it from unauthorized access or breaches. Regular security audits and vulnerability assessments help in identifying and mitigating potential risks, ensuring that the system remains secure and compliant with legal requirements.


Reference:

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



The customer wants to measure the effectiveness of self-service options.
Which metrics would be most relevant?

  1. Track the number of cases deflected by self-service compared to the total case volume.
  2. Monitor customer satisfaction surveys completed after using self-service options.
  3. Analyze average resolution times for cases initiated through self-service versus traditional channels.
  4. All of the above, providing a comprehensive view of self-service effectiveness and user experience.

Answer(s): D

Explanation:

Measuring the effectiveness of self-service options effectively involves tracking multiple metrics: the number of cases deflected by self-service tools, customer satisfaction ratings after using these options, and comparing resolution times between self-service and traditional support channels. This combination of metrics provides a holistic view of how well self-service options are meeting customer needs and where improvements might be necessary to enhance efficiency and user satisfaction.


Reference:

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



Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?

  1. Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.
  2. Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.
  3. Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.
  4. All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.

Answer(s): D

Explanation:

Continuous improvement in a Contact Center can be supported by leveraging a combination of Salesforce's pre-built reports and dashboards for tracking key metrics, utilizing Einstein Analytics for deeper insights and predictive capabilities, and gathering direct feedback from agents. This comprehensive approach allows organizations to identify areas for improvement based on quantitative data and qualitative feedback, facilitating proactive problem-solving and ensuring ongoing optimization of contact center operations.


Reference:

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



Your customer has a small-scale implementation with a tight timeline.
Which release strategy best suits this scenario?

  1. Big bang deployment with all features rolled out simultaneously.
  2. Phased approach with incremental releases and controlled rollouts.
  3. Pilot deployment with a limited user group for initial testing and feedback.
  4. Continuous integration and continuous delivery (CI/CD) for rapid iterative updates.

Answer(s): C

Explanation:

For a small-scale implementation with a tight timeline, a pilot deployment strategy is particularly suitable. This approach allows a limited user group to test the new system, providing valuable feedback before a full-scale rollout. It helps identify potential issues in a controlled environment, minimizing risk and enabling adjustments based on real user experiences, making it the best choice under the described circumstances.


Reference:

Salesforce Documentation on Implementation Strategies



The customer needs a single view of customer interactions across all channels.
Which functionality best addresses this?

  1. Omni-Channel Routing
  2. Case Management
  3. Einstein Bots
  4. Customer Community

Answer(s): B

Explanation:

Case Management functionality in Salesforce is designed to provide a holistic view of customer interactions across all channels. It allows agents to manage and access all customer case information and interactions in one place, ensuring a seamless customer service experience. Therefore, "B. Case Management" is the most appropriate functionality to achieve a single view of customer interactions across various communication channels.


Reference:

Salesforce Case Management



Viewing Page 6 of 43



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