Free Salesforce Salesforce-Contact-Center Exam Actual Questions

The questions for Salesforce-Contact-Center were last updated On May 4, 2025

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Question No. 1

The customer wants automated case escalation based on specific criteri

a. Which data model element plays a key role?

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Correct Answer: D

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


Question No. 2

You're deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?

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Correct Answer: D

Deploying a new social media listening tool involves several critical requirements to ensure effective customer engagement and prioritization of concerns. Defining criteria for escalable issues ensures only relevant matters are escalated. Configuring automated notifications for high-priority mentions ensures timely responses to critical engagements. Training agents on the effective use of the tool enhances their ability to engage appropriately. Therefore, 'D. All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media' provides a comprehensive strategy for effective social media listening and interaction. Reference: Salesforce Social Studio


Question No. 3

You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?

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Correct Answer: D

Sharing Contact Center metrics with external stakeholders can be managed through various Salesforce features, depending on the specifics of the requirement. Exporting reports and dashboards provides a straightforward method of sharing data. Salesforce Sharing Settings allow for controlled access to specific dashboards and reports. Custom Apex development can create highly secure data sharing portals tailored to precise needs. Therefore, 'D. All of the above, depending on the security requirements, desired level of control, and complexity of data access needs' is the best answer, offering flexibility and security in data sharing. Reference: Salesforce Data Sharing and Security


Question No. 4

The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?

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Correct Answer: C

Implementing automated case escalation rules based on pre-defined loyalty and contract value thresholds is the most effective way to prioritize cases. This approach uses automation to ensure that high-value customers receive the attention they require promptly, without manual intervention, thus improving efficiency and customer satisfaction. Reference: Salesforce Automation for Case Escalation


Question No. 5

Your design outlines automated case escalation based on criteri

a. Which tool facilitates rule-based escalation?

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Correct Answer: D

Automated case escalation is effectively managed using both Escalation Rules and Workflow Rules: B. Escalation Rules enable automatic case escalation based on criteria like case priority and time to resolution. C. Workflow Rules can be used to trigger additional actions, such as notifications to supervisors, when specific escalation criteria are met. These tools work in concert to ensure timely responses to critical cases and maintain service levels.


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