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Salesforce Salesforce-Contact-Center Exam Dumps Questions and Answers

Exam Code: Salesforce-Contact-Center
Vendor: Salesforce
Last Update: May 24, 2024
Questions: 205
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93%  Questions came word by word from this dump
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Salesforce Contact Center Accredited Professional Exam Questions and Answers

Questions 1

The best dashboard in Service Analytics for UC's service report

requirement is Sidebar-By Customer.

Universal Containers (UC) has a requirement to create a service report that

contains 50 object references. Which steps should UC take to achieve this?



Create 10 service reports Select the objects Combine the service reports


Create a custom report type Select four object relationships Select adal

from extra objects


Create a Visualforce service report Create objects and fields the Vict into

the objects and fields in the report

Questions 2

Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is:

1. Service Cloud Voice:

● Streamlines inbound and outbound calling within Salesforce,

eliminating context switching and improving agent productivity.

● Offers features like call recording, transcription, and click-to-dial for

faster call handling.

2. Omni-Channel:

● Intelligently routes calls to the most qualified agents based on skills,

availability, and workload, ensuring faster issue resolution.

● Provides real-time insights into agent performance and call metrics

for effective management.

3. Einstein Bots:

● Handles simple inquiries and FAQs, deflecting calls from agents and

reducing queue wait times.

● Can handle tasks like scheduling appointments, providing basic

account information, or collecting initial issue details, freeing up

agents for complex issues.

During a design workshop, Ursa Major Solar (UMS) indicates to a

consultant that many cases around the same topic, which is usually an

outage. Currently the customer service agents need to respond to each and

every case separately, which takes a line amount of time. They would like

to be able to collect these cases together and y message that would be

received by all customers.

Which incident management feature should the consultant recommend

UMS the direct communication with customers?



Broadcast Alert


Broadcast Site Banner


Broadcast Email

Questions 3

Your bot requirements include personalized greetings and information based on customer data. Which Salesforce feature enables this?



Custom Apex code dynamically fetching customer data and injecting it into chatbot responses.


Merge fields within bot conversation scripts linking to specific object fields containing customer information.


Einstein Insights providing real-time customer data to personalize bot interactions and recommendations.


All of the above, depending on the level of personalization and data sources required.