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Salesforce Contact Center Exam Questions - Navigate Your Path to Success

The Salesforce Contact Center Accredited Professional (Salesforce Contact Center) exam is a good choice for Salesforce administrators and if the candidate manages to pass Salesforce Contact Center Accredited Professional exam, he/she will earn Salesforce Accredited Professional Exams Certification. Below are some essential facts for Salesforce Salesforce Contact Center exam candidates:

  • In actual Salesforce Contact Center Accredited Professional (Salesforce Contact Center) exam, a candidate can expect 60 Questions and the officially allowed time is expected to be around 75 Minutes.
  • TrendyCerts offers 207 Questions that are based on actual Salesforce Contact Center syllabus.
  • Our Salesforce Contact Center Exam Practice Questions were last updated on: Feb 28, 2025

Sample Questions for Salesforce Contact Center Exam Preparation

Question 1

Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:

Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.

Which set of features/capabilities will help UMS achieve this?

Correct : A

For Ursa Major Solar (UMS) to improve the speed and efficiency of its call handling, the integration of Service Cloud Voice, Omni-Channel, and the Service Console is optimal. Service Cloud Voice brings telephony inside the Salesforce platform, allowing agents to make and receive calls directly in Salesforce, providing them with a comprehensive view of the customer and their history. Omni-Channel ensures that calls are routed to the right agent at the right time, based on skills, availability, and workload. The Service Console offers a unified interface that lets agents manage multiple cases and calls efficiently, reducing time spent switching between screens and applications, and speeding up call resolution.


Options Selected by Other Users:
Question 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?

Correct : A

To address the need for mass communication during common issue occurrences like outages, the consultant should recommend the Broadcast Alert feature in Salesforce Incident Management. This feature allows Ursa Major Solar to send a real-time alert to all affected customers quickly and efficiently. Broadcast Alerts are useful for providing immediate updates, instructions, or solutions to customers impacted by the same issue, thus reducing the need for individual case responses and significantly saving time.


Options Selected by Other Users:
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