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Exam Code: Salesforce-Contact-Center
Exam Title: Salesforce Contact Center Accredited Professional Exam
Vendor: Salesforce
Exam Questions: 205
Last Updated: March 9th,2026

Question 1

The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?

A. Utilize standard Salesforce Reports and Dashboards for basic data visualization.
B. Implement Einstein Analytics for AI-powered insights and predictive analysis.
C. Leverage external data warehouse solutions for data storage and complex queries.
D. Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration.

Correct Answer:D
Reference: Salesforce Documentation on Einstein Analytics

Question 2

Ursa Major Solar has recently completed testing of its upgrade to Enhanced Digital Engagement channels. A consultant needs to now move the WhatsApp number on the testing sandbox to production.
How should the consultant accomplish this?

A. Enter the existing number when creating the channel in production
B. Request a new number for the production org
C. Log a case with Salesforce Customer Support

Correct Answer:C
Reference: Salesforce Digital Engagement Guide

Question 3

Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

A. Salesforce Reports with filters for user searches and article views to assess popularity and engagement.
B. Quality assurance reviews by internal teams or external testing services to validate content accuracy.
C. User feedback surveys and rating systems on Knowledge articles to gather direct customer input.
D. All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience.

Correct Answer:D
Reference: Salesforce Knowledge Management

Question 4

The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?

A. Implement custom dashboards with visualizations of overall case volume and agent performance.
B. Configure reports with filters to break down case resolution times by agent and case priority.
C. Develop custom fields and reports to categorize cases by product and track resolution times per category.
D. Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.

Correct Answer:C
To effectively track case resolution times by product category, developing custom fields and reports specific to case categorization is most relevant. By adding custom fields to categorize cases based on the product and configuring reports to analyze resolution times for each category, organizations can gain insights into performance metrics segmented by product. This approach allows for more targeted analysis and improvement of service processes related to specific product lines.
References: https://help.salesforce.com/articleView?id=reports_dashboards_overview.htm

Question 5

The customer requires secure access control for sensitive customer data. Which data model element contributes to data security?

A. Utilize custom fields to capture all types of customer information without access restrictions.
B. Configure field-level security to grant selective access to sensitive data based on user roles and permissions.
C. Implement third-party data encryption solutions for additional security layers.
D. Store all customer data in one field without any segregation or access control mechanisms.

Correct Answer:B
Reference: Salesforce Documentation on Field-Level Security