Most Recent Salesforce-Contact-Center Exam Questions & Answers

Prepare for the Salesforce Contact Center Accredited Professional exam with our extensive collection of questions and answers. These practice Q&A are updated according to the latest syllabus, providing you with the tools needed to review and test your knowledge.

QA4Exam focus on the latest syllabus and exam objectives, our practice Q&A are designed to help you identify key topics and solidify your understanding. By focusing on the core curriculum, These Questions & Answers helps you cover all the essential topics, ensuring you're well-prepared for every section of the exam. Each question comes with a detailed explanation, offering valuable insights and helping you to learn from your mistakes. Whether you're looking to assess your progress or dive deeper into complex topics, our updated Q&A will provide the support you need to confidently approach the Salesforce-Contact-Center exam and achieve success.

The questions for Salesforce-Contact-Center were last updated on Jan 1, 2025.

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Question No. 1

Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?

AVerifying agent training on call scripts and adherence to regulatory requirements.

BEnsuring proper opt-in mechanisms and customer consent management for outbound calls.

CImplementing recording and call monitoring functionalities for compliance audits and quality control.

DAll of the above, contributing to a compliant and responsible outbound calling operation.

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Correct Answer: D

Mitigating compliance risks in outbound calling involves multiple considerations: A. Verifying agent training on call scripts ensures adherence to regulatory requirements. B. Ensuring proper opt-in mechanisms and management of customer consent guards against violations. C. Implementing recording and monitoring functionalities aids in compliance audits and quality control. Collectively, these measures foster a compliant approach to managing outbound calls, reducing risk and enhancing accountability.

Question No. 2

The environments that should have a two-way deployment connection in

this scenario are Test Sandbox and Production Org.

Which requirement needs to be met to perform a quick deployment for

change sets or Metadata API components without testing the full

deployment?

AEach class and trigger that was deployed is covered by at least 75% jointly

BTests in the org or al local tests are run and Apex trigger have some
coverage

CComponents have been validated successful for the target event within least
70 days

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Correct Answer: A

To perform a quick deployment for change sets or Metadata API components without testing the full deployment, it is required that each class and trigger that was previously deployed is covered by at least 75% joint test coverage. This ensures that the majority of the code being deployed has been sufficiently tested to maintain functionality and stability in the production environment. Reference: Salesforce Deployment Considerations

Question No. 3

Universal Containers plans on notifying its customers with an automated

outbound SMS message every time a package gets shipped out and when

it arrives.

How should an administrator provision the phone number to support this

functionality?

AProvision a short code phone number at least 8 weeks before golive

BProvision a toll free phone number at least 8 weeks before golive

CProvision a long code phone number on least 2 weeks before golive

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Correct Answer: C

For notifying customers with automated outbound SMS messages, provisioning a phone number well in advance is essential. A long code phone number, which is typically a regular 10-digit phone number, is suitable for such notifications and generally requires at least 2 weeks to provision. This allows sufficient time for setup and testing before going live. Therefore, 'C. Provision a long code phone number at least 2 weeks before golive' is the correct step for supporting this functionality effectively. Reference: Salesforce SMS Implementation Guide

Question No. 4

The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?

AProceed with the release despite technical issues, as per the planned schedule.

BDelay the release to ensure complete resolution of technical issues before deployment.

CCommunicate the issues transparently to stakeholders and implement a rollback plan if necessary.

DIgnore the technical issues and hope they resolve themselves after release.

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Correct Answer: C

In the event of unforeseen technical issues during a release, the most appropriate response is to communicate transparently with stakeholders about the issues and to have a rollback plan ready if necessary. This approach ensures that all parties are informed and prepared to revert to the previous stable version if the new release proves to be unstable or problematic, maintaining trust and system reliability.

Question No. 5

The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

ANet Promoter Score (NPS)

BCustomer Lifetime Value (CLTV)

CCustomer Effort Score (CES)

DFirst Contact Resolution (FCR) Rate

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Correct Answer: C

The Customer Effort Score (CES) is the best-suited KPI for measuring the amount of effort a customer has to expend to get their issues resolved. CES is specifically designed to gauge the ease of service interaction, directly reflecting how easy or difficult it is for customers to achieve their goals. Monitoring CES helps in understanding the operational effectiveness in minimizing customer struggle, thus making 'C. Customer Effort Score (CES)' the ideal choice for measuring customer effort during interactions. Reference: Salesforce Blog on Customer Effort Score

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