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Last Update May 24, 2024
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Salesforce Contact Center Accredited Professional Exam Questions and Answers

Questions 1

You‘re deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?



Pre-populating agent dashboards with relevant information about incoming social media interactions.


Ensuring seamless continuity of ongoing social media conversations during the cut-over process.


Automating case creation and assignment based on social media message content and customer profiles.


All of the above, contributing to a smooth and efficient transition for handling social media inquiries.

Questions 2

Universal Containers (UC) requires agents to use their mobile devices as

part of the daily operations. In order to do that, agents need a service app

that can be published on AppExchange. Which kind of environment should

UC use to develop and deploy this app on Appexchange?



Source org


Scratch org (correct)



Questions 3

The best dashboard in Service Analytics for UC's service report

requirement is Sidebar-By Customer.

Universal Containers (UC) has a requirement to create a service report that

contains 50 object references. Which steps should UC take to achieve this?



Create 10 service reports Select the objects Combine the service reports


Create a custom report type Select four object relationships Select adal

from extra objects


Create a Visualforce service report Create objects and fields the Vict into

the objects and fields in the report