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Salesforce Salesforce-Contact-Center Test Dumps

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Last Updated: 21-Jan-2025
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Question # 1



Your scenario involves routing calls based on language spoken. Which feature facilitates this?
A. Custom Apex code defining language detection and routing logic.
B. Omni-Channel routing with skill mapping based on agent language proficiency.
C. Phone Numbers configured with specific languages and automatic call routing.
D. Integrated Speech-to-Text (STT) and language identification tools for real-time routing.



B.   Omni-Channel routing with skill mapping based on agent language proficiency.

Explanation: Omni-Channel routing with skill mapping based on agent language proficiency is the most effective feature for routing calls based on the language spoken. This feature allows calls to be directed to agents who are proficient in the language required by the caller, ensuring effective communication and enhancing customer satisfaction.



Question # 2



The release plan includes automated regression testing. What is the primary benefit of this approach?
A. Identifying new functionalities and features introduced during development.
B. Ensuring existing functionalities and integrations continue to function properly after updates.
C. Reducing manual testing efforts and streamlining the release process.
D. All of the above, offering comprehensive validation and optimizing release efficiency.



D.   All of the above, offering comprehensive validation and optimizing release efficiency.




Question # 3



Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.
A. Reviewing report builder configurations and data source connections to ensure alignment with defined reporting requirements.
B. Analyzing system logs and report execution history to identify any errors or missing data within generated reports.
C. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.
D. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.



D.   All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.




Question # 4



You‘re deploying a new SMS channel for customer updates and notifications. Which cut- over requirement helps prevent message delivery failures and ensure customer reach?
A. Validating customer phone numbers and carrier compatibility before activating the SMS channel.
B. Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications.
C. Implementing message throttling and rate limiting to prevent overwhelming customers with SMS alerts.
D. All of the above, contributing to reliable and effective SMS communication with customers.



D.   All of the above, contributing to reliable and effective SMS communication with customers.




Question # 5



A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours
Which set of functionalities should the consultant research in this case?
A. Messaging for Web and Einstein Bots
B. Web to Chat and Embedded Service
C. Messaging for Web and Embedded Service



C.   Messaging for Web and Embedded Service




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Salesforce Contact Center Accredited Professional Exam Dumps


Exam Code: Salesforce-Contact-Center
Exam Name: Salesforce Contact Center Accredited Professional

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