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Salesforce Contact Center Accredited Professional Sample Questions:

1. You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?

A) All of the above, depending on the security requirements, desired level of control, and complexity of data access needs.
B) Custom Apex development for building secure data sharing portals with granular access controls.
C) Salesforce Sharing Settings granting specific access levels to external users for relevant dashboards and reports.
D) Exporting reports and dashboards for external access via email or file sharing platforms.

2. Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?

A) Process Builder sequences triggering automated case creation and assignment based on data triggers.
B) Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
C) Case Assignment Rules defining criteria for routing cases to specific queues or agents.
D) All of the above, working together for dynamic case assignment and escalation based on context and priority.

3. The customer requires advanced customization for specific workflows. What is the best approach?

A) Custom Apex coding
B) Third-party development
C) Out-of-the-box configuration
D) Salesforce Flow

4. You're migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?

A) Salesforce Platform Events or Queues for real-time data streaming and storage.
B) Salesforce Content Management System (CMS) for document and asset management.
C) External cloud storage with Salesforce integration.
D) File attachments within Salesforce case records.

5. Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data What does a consultant need to keep in mind while using data loader?

A) Automated processes are not executed
B) Automated processes are executed by default
C) Only Apex triggers are executed

Solutions: