Salesforce Accredited Contact Center Practice Exam
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Start NowAbout the Salesforce Accredited Contact Center Certification
The Salesforce Accredited Contact Center certification is designed for professionals who implement contact center solutions, optimize customer interactions, and improve key service metrics. As technology evolves and industry demands grow more complex; this credential validates your ability to apply real-world skills and knowledge using Salesforce tools and frameworks. Earning the certification positions you as a trusted expert, capable of solving high-impact challenges and contributing to secure, scalable, and efficient systems.
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Test Your Knowledge of Salesforce Accredited Contact Center
Question #1
A company wants to route customer inquiries to agents based on language and product expertise.
Which Salesforce feature should be used?
A) Omni-Channel Routing with Skills-Based Assignment
B) Manual Case Assignment
C) Chatter Groups
D) Static Email Distribution
Solution
Correct answers: A – Explanation:
Omni-Channel with skills ensures accurate routing; manual, chatter, or email methods are not efficient.
Question #2
The business wants to provide customers with self-service options for common issues.
What should be implemented?
A) Knowledge Base and Self-Service Portal
B) Manual FAQ Emails
C) Chatter Announcements
D) Phone Support Only
Solution
Correct answers: A – Explanation:
Knowledge Base/Self-Service Portal empower customers; manual, chatter, or phone-only methods are less scalable.
Question #3
Managers need to monitor agent performance and case resolution times in real time.
Which tool supports this?
A) Service Cloud Reports and Dashboards
B) Manual Tracking Only
C) Chatter Polls
D) Email Updates Only
Solution
Correct answers: A – Explanation:
Reports/Dashboards provide real-time insight; manual, chatter, or email are not sufficient.
Question #4
The company wants to track all customer interactions across channels (phone, email, chat).
What Salesforce feature enables this?
A) Omni-Channel Presence and Interaction Logs
B) Manual Notes Only
C) Static Call Logs
D) Chatter Posts
Solution
Correct answers: A – Explanation:
Omni-Channel/Interaction Logs centralize engagement; manual/static/chatter methods are incomplete.
Question #5
The business needs to automate follow-up tasks after case closure.
What should be implemented?
A) Workflow Rules or Flow Automation
B) Manual Reminders
C) Email Only
D) Chatter Announcements
Solution
Correct answers: A – Explanation:
Workflow/Flow automate follow-ups; manual, email, or chatter are less reliable.
Question #6
The team wants to enable agents to escalate complex cases to specialized teams.
Which feature supports this?
A) Case Teams and Assignment Rules
B) Manual Email Forwards
C) Chatter Groups
D) Static Spreadsheets
Solution
Correct answers: A – Explanation:
Case Teams/Assignment automate escalation; manual, chatter, or spreadsheets are inefficient.
Question #7
The company must ensure sensitive customer data is only accessible to authorized agents.
Which Salesforce feature enables this?
A) Role Hierarchies and Sharing Rules
B) Public Access Only
C) Manual Data Hiding
D) Static Email Distribution
Solution
Correct answers: A – Explanation:
Role hierarchies/sharing restrict access; public/manual/chatter methods are not secure.
Question #8
The business wants to analyze reasons for customer contact and identify trends.
Which tool should be used?
A) Reports and Case Reason Analytics
B) Manual Review Only
C) Email Surveys
D) Chatter Announcements
Solution
Correct answers: A – Explanation:
Omni-Channel with skills ensures accurate routing; manual, chatter, or email methods are not efficient.
Question #9
The team needs to support multilingual customer service interactions.
What should be implemented?
A) Language Support in Omni-Channel and Knowledge Base
B) Manual Translation Only
C) Chatter Groups
D) Email Forwarding
Solution
Correct answers: A – Explanation:
Language support in Omni-Channel/Knowledge enables multilingual service; manual/chatter/email are less efficient.
Question #10
The company wants to integrate the contact center with external telephony systems.
What is the best approach?
A) Salesforce CTI Integration
B) Manual Call Logging
C) Static Phone Directories
D) Chatter Announcements
Solution
Correct answers: A – Explanation:
CTI integration automates telephony; manual/static/chatter methods are not scalable.
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