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Certified Contact Center: Salesforce Certified Contact Center Accredited Professional Exam

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Exam Questions:
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Last Updated
February - 2025
Language
English
6 Quizzes
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The Certified Contact Center exam is a crucial step for anyone looking to validate their expertise in managing and optimizing contact center operations. To increase your chances of success, practicing with real exam questions shared by those who have already passed can be incredibly helpful. In this guide, we’ll provide practice test questions and answers, offering insights directly from successful candidates.

Why Use Certified Contact Center Practice Test?

  • Real Exam Experience: Our practice tests accurately mirror the format and difficulty of the actual Certified Contact Center exam, providing you with a realistic preparation experience.
  • Identify Knowledge Gaps: Practicing with these tests helps you pinpoint areas that need more focus, allowing you to study more effectively.
  • Boost Confidence: Regular practice builds confidence and reduces test anxiety.
  • Track Your Progress: Monitor your performance to see improvements and adjust your study plan accordingly.

Key Features of Certified Contact Center Practice Test

  • Up-to-Date Content: Our community regularly updates the questions to reflect the latest exam objectives and industry trends.
  • Detailed Explanations: Each question comes with detailed explanations, helping you understand the correct answers and learn from any mistakes.
  • Comprehensive Coverage: The practice tests cover all key topics of the Certified Contact Center exam, including customer service strategies, contact center technologies, and performance metrics.
  • Customizable Practice: Tailor your study experience by creating practice sessions based on specific topics or difficulty levels.

Exam Details

  • Exam Number: Contact Center
  • Exam Name: Certified Contact Center Exam
  • Length of Test: 90 minutes
  • Exam Format: Multiple-choice and scenario-based questions
  • Exam Language: English
  • Number of Questions in the Actual Exam: 60 questions
  • Passing Score: 70%

Use the member-shared Certified Contact Center Practice Tests to ensure you're fully prepared for your certification exam. Start practicing today and take a significant step towards achieving your certification goals!

Related questions

Question 1

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You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?

Ignoring minor inconsistencies to avoid delaying the migration timeline.
Ignoring minor inconsistencies to avoid delaying the migration timeline.
Implementing data cleansing scripts or manual data correction within Salesforce.
Implementing data cleansing scripts or manual data correction within Salesforce.
Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors.
Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors.
All of the above, depending on the severity and impact of the data inconsistencies encountered.
All of the above, depending on the severity and impact of the data inconsistencies encountered.
Suggested answer: C
Explanation:

When encountering unexpected data inconsistencies during migration, maintaining data integrity is paramount. The best approach involves pausing the migration to thoroughly investigate the inconsistencies, identifying the root cause whether they stem from data corruption, mapping mistakes, or other issues, and resolving these problems before proceeding. This ensures that the data integrity is not compromised, which is crucial for the successful use of the new system. 'C. Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors' is therefore the most effective strategy for dealing with data inconsistencies during migration.

Reference: Salesforce Data Quality Management

asked 23/09/2024
Lionel CHOLEZ
33 questions

Question 2

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The environments that should have a two-way deployment connection in this scenario are Test Sandbox and Production Org.

Which requirement needs to be met to perform a quick deployment for change sets or Metadata API components without testing the full deployment?

Each class and trigger that was deployed is covered by at least 75% jointly
Each class and trigger that was deployed is covered by at least 75% jointly
Tests in the org or al local tests are run and Apex trigger have some coverage
Tests in the org or al local tests are run and Apex trigger have some coverage
Components have been validated successful for the target event within least 70 days
Components have been validated successful for the target event within least 70 days
Suggested answer: A
Explanation:

To perform a quick deployment for change sets or Metadata API components without testing the full deployment, it is required that each class and trigger that was previously deployed is covered by at least 75% joint test coverage. This ensures that the majority of the code being deployed has been sufficiently tested to maintain functionality and stability in the production environment.

Reference: Salesforce Deployment Considerations

asked 23/09/2024
Richard Fuller
28 questions

Question 3

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Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?

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Question 4

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Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?

Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.
Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.
Manually reviewing and adjusting internal links and formatting within each article before migration.
Manually reviewing and adjusting internal links and formatting within each article before migration.
Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.
Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.
All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.
All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.
Suggested answer: D
Explanation:

Maintaining internal links and formatting when migrating knowledge base articles requires careful preparation. Exporting articles in formats that preserve these elements ensures they are retained during the migration. Manually reviewing articles allows for adjustments to links and formatting that may not automatically transfer correctly. Data transformation tools can automate some adjustments, adapting articles to the new system's requirements. Thus, 'D. All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links' provides a comprehensive strategy for effectively maintaining article integrity during migration.

Reference: Salesforce Knowledge Base Migration

asked 23/09/2024
james campbell
38 questions

Question 5

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Where should the consultant point the agent to access the all transcript?

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Question 6

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The customer requires secure access control for sensitive customer data. Which functionality is most important?

Field-Level Security
Field-Level Security
Two-Factor Authentication (2FA)
Two-Factor Authentication (2FA)
Encrypted Case Histories
Encrypted Case Histories
Suggested answer: A
Explanation:

Field-Level Security (FLS) is crucial in controlling access to sensitive data fields within Salesforce. By limiting visibility and editability of specific fields based on user roles, FLS ensures that sensitive information is only accessible to authorized users. While Two-Factor Authentication and encrypted data are also important, FLS is most directly related to controlling access at the data field level, making 'A. Field-Level Security' the most important functionality for secure access control.

Reference: Salesforce Documentation on Field-Level Security

asked 23/09/2024
owais mansoor
46 questions

Question 7

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The customer wants automated case escalation based on specific criteria. Which data model element plays a key role?

Custom fields capturing escalation triggers like priority or SLA breaches.
Custom fields capturing escalation triggers like priority or SLA breaches.
Workflow Rules configured with escalation steps and case field conditions.
Workflow Rules configured with escalation steps and case field conditions.
Process Builder sequences defining escalation actions and notifications.
Process Builder sequences defining escalation actions and notifications.
Entitlements specifying service level agreements and associated escalation rules.
Entitlements specifying service level agreements and associated escalation rules.
Suggested answer: D
Explanation:

In Salesforce, Entitlements are crucial for managing service level agreements (SLAs) and the associated rules, including escalation policies. Entitlements allow organizations to define and enforce service levels through milestones that can trigger escalations if cases are at risk of breaching service commitments. This functionality is essential for automated case escalation based on specific criteria such as response times or resolution deadlines, which makes 'D. Entitlements specifying service level agreements and associated escalation rules' the correct answer.

Reference: Salesforce Documentation on Entitlements

asked 23/09/2024
EDUARDO VIDAL
41 questions

Question 8

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While the stakeholders might not be familiar with the term 'Continuous Integration,' outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily convince them of its value for the Contact Center project. Here are some specific points to highlight Ursa Major Solar wants a consultant to design a solution that will blow its customers take detailed questions about a product's functionality. The customer should be able subject-matter experts and interact with IT support through available channels in real time.

Which feature should the consultant use to accomplish this?

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Question 9

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While some of your suggestions aim to address Ursa Major Solar's need to accommodate new agents during peak season, they raise potential concerns and might not be the most optimal approach. Here's a breakdown:

Ursa Major Solar (UMS) is implementing Email-to-Case in its ...

Salesforce notaro which it has used in the past 2 years as its Case

Management system, to place is the party Email Channel provider. UMS is excited to learn about the artificial in capability in Einstein Case

Classification and would like to prioritize the capturing the build as must-have

After verifying the license, how should a consultant include the Einstein

Case Classification capability in the same project?

Add two requirements to the backlog in the current release date

EmailMessage object to meet data requirements for Einstein formal Car

Cassium be up Einstein Case Classification.

Add the requirement to a future release since Einstein rends at least 400 the past 6 months to build the model in Email Channel

Add the requirement in the current release as the customer are case records and because of the reed to prontice the manner Classification

The most appropriate approach for incorporating Einstein Case

Classification into the same project is to:

A) A Add two requirements to the backlog in the current release:

B) Ursa Major Solar has recently seen a big increase in case volume due to the launch of new product.

What should the company do to deflect cases?

Implement an internal knowledge base.

Implement a customer-facing knowledge base Implement a new channel in

SMS. Choose

While both implementing an internal knowledge base and implementing a customer-facing knowledge base can help deflect cases, the most impactful choice for Ursa Major Solar is:

Implementing a customer-facing knowledge base.

Ursa Major Solar decided to roll out Einstein Bots in all of the enhanced digital snipe channels for its retail customers, including Facebook

Messenger, WhatsApp and Message for In-app and Web. The Salesforce administrators are not sure how many boss they sa and why.

Which recommendation should a consultant make to the Salesforce ..

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Question 10

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The best practice that the consultant should observe when configuring case escalation rules is:

Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated.

Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?

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