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Salesforce Salesforce-Contact-Center Exam With Confidence Using Practice Dumps

Exam Code:
Salesforce-Contact-Center
Exam Name:
Salesforce Contact Center Accredited Professional Exam
Certification:
Accredited Professional Certification
Vendor:
Salesforce
Questions:
205
Last Updated:
Apr 19, 2025
Exam Status:
Stable
Salesforce Salesforce-Contact-Center

Salesforce-Contact-Center: Accredited Professional Certification Exam 2025 Study Guide Pdf and Test Engine

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Salesforce Contact Center Accredited Professional Exam Questions and Answers

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Question 1

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

Options:

A.

Develop custom formulas to calculate customer loyalty and contract value score.

B.

Configure case fields to capture customer tier and contract details for manual prioritization.

C.

Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.

D.

Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.

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Question 2

The consultant should recommend the company utilize Flow Settings in

Email-to-Case to meet their requirements.

A customer service manager wants to implement a process where a case

gets reassigned to a higher support tier if it is not resolved within a given

service-level agreement (SLA) timeline.

Which solution should a consultant propose to set this process up?

Options:

A.

Create an Escalation Rule Entry and configure it so that cases get an

escalated status of the case is still open after passing SLA times.

B.

Create a Quick Action for escalating a case and set up Conditional

Visibility Rude to show the Quick Action after a case has passed SLA times

Create a record-triggered flow that gives cases an escalated status if it is

still open a pa A times.

C.

The consultant should propose creating an Escalation Rule Entry to set up

Question 3

You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?

Options:

A.

Salesforce Knowledge articles with categorization and tagging for easy customer search.

B.

Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.

C.

Einstein Search for intelligent article recommendations based on customer keywords and context.

D.

All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.

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