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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:
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Reference: https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226
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Salesforce Contact Center Accredited Professional Sample Questions:
Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?
- A. Data Quality Rules automatically highlighting inconsistencies and missing information in case fields.
- B. Reporting tools showing trends and patterns in case data entry and field values.
- C. Case History related list displaying all updates and changes made to a specific case record.
- D. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.
Correct Answer: D 🗳️
Explanation: Only visible for Dumpexams members. You can sign-up / login (it's free).
Your design outlines automated case escalation based on criteria. Which tool facilitates rule-based escalation?
- A. Both (b) and (c), offering flexible options for automated case escalation based on rules.
- B. Custom Apex code defining escalation logic and actions.
- C. Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria.
- D. Escalation Rules with conditions based on case priority, time to resolution, and other metrics.
Correct Answer: A 🗳️
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The customer requires secure access control for sensitive customer data. Which data model element contributes to data security?
- A. Implement third-party data encryption solutions for additional security layers.
- B. Utilize custom fields to capture all types of customer information without access restrictions.
- C. Configure field-level security to grant selective access to sensitive data based on user roles and permissions.
- D. Store all customer data in one field without any segregation or access control mechanisms.
Correct Answer: C 🗳️
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Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?
- A. API authentication mechanisms ensuring authorized access and verification for data exchange.
- B. Secure Sockets Layer (SSL) encryption protecting data transmission between the bot and external systems.
- C. Field-Level Encryption selectively encrypting sensitive data fields within the bot's data storage.
- D. All of the above, forming a multi-layered security approach for data exchange with external systems.
Correct Answer: D 🗳️
Explanation: Only visible for Dumpexams members. You can sign-up / login (it's free).
The customer wants automated case escalation based on specific criteria. Which data model element plays a key role?
- A. Entitlements specifying service level agreements and associated escalation rules.
- B. Workflow Rules configured with escalation steps and case field conditions.
- C. Process Builder sequences defining escalation actions and notifications.
- D. Custom fields capturing escalation triggers like priority or SLA breaches.
Correct Answer: A 🗳️
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