Latest Nov 07, 2026 Real Salesforce-Contact-Center Exam Dumps Questions Valid Salesforce-Contact-Center Dumps PDF [Q22-Q36]

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Latest Nov 07, 2026 Real Salesforce-Contact-Center Exam Dumps Questions Valid Salesforce-Contact-Center Dumps PDF

Salesforce Salesforce-Contact-Center Exam Dumps – PDF Questions and Testing Engine

Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Topic	Details
Topic 1	Implement: This section deals with setting up the fundamental Contact Center functionalities and features. Following this, in alignment with the complete design, configure and authenticate the email functionality, ensuring its seamless operation. Similarly, based on specific scenarios, configure and verify the functionality of voice services.
Topic 2	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
Topic 3	Design: Deals with the Contact Center functionalities with the stipulated requirements. Subsequently, when presented with business requirements, devise scalable and maintainable solutions for the Contact Center, adhering to standard data models.
Topic 4	Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.

NO.22 The correct answer is Provision a long code phone number at least 2weeks before go-live.
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS ‘ s junior agents to handle only two chat requests at a time?

Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.

Create and assign a new Presence Status

The correct answer is Create and assign a new Presence Configuration.

NO.23 You need to validate bot security and data privacy compliance. Which tool helps with this?

Salesforce Security Review tool providing insights into potential security vulnerabilities within your bot configuration.

Data Loss Prevention (DLP) policies defining rules for sensitive data handling and preventing unauthorized access.

User Role Hierarchy and Field Level Security ensuring appropriate access restrictions based on user profiles.

All of the above, working together to secure bot interactions and ensure data privacy compliance.

NO.24 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?

Automated processes are executed by default

Automated processes are not executed

Only Apex triggers are executed

NO.25 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?

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.

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.

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

NO.26 The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

Integrate with a third-party survey platform for customization and detailed analysis.

Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.

Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.

Develop custom case fields and workflows to capture and track customer feedback internally.

NO.27 The consultant should recommend UC configure the solution by setting up the organization’s default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.
An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue What is the reason for the work that was already in the queue not being pushed to agents?

Records that exist in a queue prior to Omni-Channel routing activation will not be pushed to an agent.

The Apply to existing records in queue option was not selected.

The type of work that was in the queue is not in the Selected Objects list on the queue under Supported Objects

NO.28 To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter ‘ s limitations:
A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.
Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

Average Cases per Agent

Average Resolution Time

Average Handle Time

NO.29 While all listed KPIs have relevance, the most suitable set for Ursa Major Solar ‘ s goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:
A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.

Build Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed

Assign Read All data access to all voice agents

Update the organization-wide sharing setting for use Presence to Public Read City

NO.30 You’re migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?

File attachments within Salesforce case records.

External cloud storage with Salesforce integration.

Salesforce Content Management System (CMS) for document and asset management.

Salesforce Platform Events or Queues for real-time data streaming and storage.

NO.31 The customer wants to streamline agent onboarding and training. Which feature promotes reusability and maintainability?

Develop unique training guides and resources for each agent role and case type.

Create standard operating procedures (SOPs) documented within Salesforce Knowledge Base articles.

Leverage Service Cloud Knowledge articles with searchable information and step-by-step guides for common tasks.

Design personalized training materials tailored to specific agent skill sets and needs.

NO.32 Your data migration plan involves staged rollouts for different user groups. Which data preparation step facilitates this approach?

Dividing customer data into separate subsets based on user groups for targeted and phased migration.

Configuring role-based access controls within the new system to ensure data access aligns with user group assignments.

Testing data migration functionalities with pilot groups to identify and address any issues before broader rollout.

All of the above, contributing to a controlled and efficient data migration process with minimal disruption to different user groups.

NO.33 Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?

Case Assignment Rules using predefined criteria to direct cases to specific queues or agents.

Process Builder sequences triggering automated case creation and assignment based on data triggers.

Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.

All of the above, working together for dynamic case assignment and escalation based on context and urgency.

NO.34 Your customer wants to measure the success of the implementation in terms of business impact. Which key performance indicators (KPIs) are most relevant?

Number of cases resolved, average handle time, and agent productivity metrics.

Customer satisfaction scores, net promoter score (NPS), and customer retention rates.

Cost savings achieved through operational efficiency and reduced call volume.

All of the above, providing a holistic view of Contact Center impact on business goals.

NO.35 The customer prioritizes cost optimization and efficient resource allocation. Which design aspect contributes to this?

Develop extensive custom functionalities with high implementation and maintenance costs.

Leverage standard Salesforce features and pre-built functionalities to avoid custom development.

Implement resource-intensive automations without considering their impact on operational cost.

Optimize agent schedules and routing based on real-time call volume and workload.

NO.36 Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?

Einstein Bots with natural language processing and conversational AI capabilities.

Flow Builder with chatbot elements for building conversational interfaces within flows.

Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.

All of the above, providing various options for building and integrating chatbots into your self-service experience.

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