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Salesforce Salesforce-Contact-Center Exam (page: 7)
Salesforce Contact Center Accredited Professional
Updated on: 25-Dec-2025

Viewing Page 7 of 43
Salesforce-Contact-Center PDF 207 Questions

The customer wants to prioritize cases based on customer loyalty and contract value.
Which case management requirement should be considered?

  1. Develop custom formulas to calculate customer loyalty and contract value score.
  2. Configure case fields to capture customer tier and contract details for manual prioritization.
  3. Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.
  4. Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.

Answer(s): C

Explanation:

Implementing automated case escalation rules based on pre-defined loyalty and contract value thresholds is the most effective way to prioritize cases. This approach uses automation to ensure that high-value customers receive the attention they require promptly, without manual intervention, thus improving efficiency and customer satisfaction.


Reference:

Salesforce Automation for Case Escalation



The customer wants to enable self-service options for simple issues.
Which Salesforce capability would be most helpful?

  1. Knowledge Base
  2. Process Builder
  3. Web Service API
  4. OmniScript

Answer(s): A

Explanation:

The Knowledge Base capability in Salesforce is crucial for enabling self-service options. It allows customers to access articles, FAQs, and troubleshooting guides, empowering them to resolve simple issues independently. This not only enhances customer satisfaction by providing immediate assistance but also reduces the workload on support agents by decreasing the volume of basic inquiries.


Reference:

Salesforce Knowledge Base



The customer aims to automate repetitive case escalation processes.
Which feature can streamline this?

  1. Workflow Rules
  2. Entitlements
  3. Field History Tracking
  4. Queues

Answer(s): A

Explanation:

Workflow Rules in Salesforce can automate repetitive case escalation processes effectively. By setting up rules based on specific criteria, these workflows automatically escalate cases to the right team or individual when predefined conditions are met. This feature helps streamline case management processes, reduces manual intervention, and ensures timely response to critical issues, thereby improving overall efficiency in handling customer cases.


Reference:

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



The customer wants detailed reports on agent performance and customer satisfaction.
Which Salesforce tool provides this?

  1. Analytics Cloud
  2. Reports & Dashboards
  3. Einstein Bots
  4. Einstein Discovery

Answer(s): B

Explanation:

Salesforce's Reports & Dashboards tool is specifically designed to provide detailed analytics on various operational metrics, including agent performance and customer satisfaction. This tool allows organizations to create customized reports and dashboards that visualize data effectively, helping managers monitor and analyze performance trends and make informed decisions based on real-time data.


Reference:

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



The customer lacks advanced AI capabilities for case deflection.
Which AppExchange solution could be a good fit?

  1. LiveChat
  2. Einstein Bots
  3. Salesforce Flow
  4. DocuSign

Answer(s): B

Explanation:

Einstein Bots, available on the Salesforce AppExchange, are an excellent solution for organizations lacking advanced AI capabilities for case deflection. These bots use artificial intelligence to automate responses to common customer inquiries and can be integrated seamlessly into Salesforce systems. They help deflect routine cases by providing immediate answers to customers, reducing the load on human agents and improving overall efficiency.


Reference:

https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EcsZ0UAJ



Viewing Page 7 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