[Oct 08, 2026] New Salesforce Salesforce-Contact-Center Dumps with Test Engine and PDF (New Questions) [Q107-Q128]

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[Oct 08, 2026] New Salesforce Salesforce-Contact-Center Dumps with Test Engine and PDF (New Questions)

Pass Your Salesforce-Contact-Center Exam Easily – Real Salesforce-Contact-Center Practice Dump Updated

Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Topic	Details
Topic 1	Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.
Topic 2	Implement: This section deals with setting up the fundamental Contact Center functionalities and features. Following this, in alignment with the complete design, configure and authenticate the email functionality, ensuring its seamless operation. Similarly, based on specific scenarios, configure and verify the functionality of voice services.
Topic 3	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
Topic 4	Design: Deals with the Contact Center functionalities with the stipulated requirements. Subsequently, when presented with business requirements, devise scalable and maintainable solutions for the Contact Center, adhering to standard data models.

NEW QUESTION 107
You need to set up email case creation. Which feature allows automatic case generation from incoming emails?

Workflow Rules with email field criteria triggering case creation.

Process Builder sequences defining steps for email parsing and case generation.

Email-to-Case enabled on the Case object with appropriate field mapping.

Einstein Bots configured to handle email inquiries and create cases if needed.

NEW QUESTION 108
The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?

Develop custom Apex code for automated email triggers and attachments.

Utilize Process Builder with predefined rules for email notifications based on case updates.

Configure outbound email integrations with pre-built templates for invoices and case summaries.

Implement Einstein Bots to handle email communication and automate basic customer interactions.

NEW QUESTION 109
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow
ramp-up time for UMS ‘ s junior agents to handle only two chat requests at a time?

Create and assign a new Presence Configuration. Create and apply a new

Routing Configuration.

Create and assign a new Presence Status

NEW QUESTION 110
You need to validate web form functionality. Which method provides the most direct test?

Reviewing form configuration settings and field mappings within Salesforce.

Manually submitting test data through the web form and verifying case creation in Salesforce.

Monitoring web server logs for form access and error messages to identify technical issues.

All of the above, offering complementary perspectives on web form functionality and potential challenges.

NEW QUESTION 111
The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

Integrate with a third-party survey platform for customization and detailed analysis.

Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.

Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.

Develop custom case fields and workflows to capture and track customer feedback internally.

NEW QUESTION 112
You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?

Exporting reports and dashboards for external access via email or file sharing platforms.

Salesforce Sharing Settings granting specific access levels to external users for relevant dashboards and reports.

Custom Apex development for building secure data sharing portals with granular access controls.

All of the above, depending on the security requirements, desired level of control, and complexity of data access needs.

NEW QUESTION 113
To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:
1. Omni-Channel Flow:
* This is the primary type used to route the conversation from the bot to the queue.
* The consultant can build a flow with a specific action to “Route Work Item.”
* This action allows you to specify the target queue where the conversation will be directed.
2. Dialog: (Optional)
* While not required for basic transfers, dialogs can be used to
enhance the user experience during the transfer process.
* For example, the consultant can create a dialog that informs the
customer about the need to transfer the conversation to a live agent
and provides estimated wait times.
* Additionally, the dialog can collect any necessary information from the customer before transferring the case to the queue.
A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.
Which tool should the consultant use?

Data Import Wizard

Salesforce REST API

Data Loader

NEW QUESTION 114
Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.
How should a consultant implement these requirements?
Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.
Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.
Which recommendation should the consultant make to improve this?

Implement an SMS Digital Channel and redirect customers from phone.

Hire more service agents in peak season and meet customer needs on
demand

Implement Email-to-Case and redirect customers from phone to email

NEW QUESTION 115
The customer requires advanced customization for specific workflows. What is the best approach?

Out-of-the-box configuration

Salesforce Flow

Third-party development

Custom Apex coding

NEW QUESTION 116
The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
Ursa Major Solar ‘ s Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
Which Experience Cloud template should a consultant recommend

Help Center

Customer Service

Customer Account Portal

NEW QUESTION 117
Validating email functionality involves testing delivery and content accuracy. Which tool helps with email address verification?

Salesforce Reports with filters to identify cases with invalid email addresses.

Data Loader functionality for bulk email address validation against external databases.

Einstein Validation Service for real-time email address verification during data entry.

Salesforce Sandbox environment for sending test emails and verifying recipient details.

NEW QUESTION 118
Your scenario involves routing calls based on language spoken. Which feature facilitates this?

Custom Apex code defining language detection and routing logic.

Omni-Channel routing with skill mapping based on agent language proficiency.

Phone Numbers configured with specific languages and automatic call routing.

Integrated Speech-to-Text (STT) and language identification tools for real-time routing.

NEW QUESTION 119
You need to integrate external systems for additional data enrichment within cases. Which tool facilitates this?

Apex code development for custom integrations with specific external systems and data retrieval.

Flow Builder with pre-built connectors and actions for integration with various external data sources.

Salesforce Connect for establishing secure and centralized connectivity with a broader range of external systems.

All of the above, providing options for integrating external data sources and enriching case information for informed decision-making.

NEW QUESTION 120
The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

Net Promoter Score (NPS)

Customer Lifetime Value (CLTV)

Customer Effort Score (CES)

First Contact Resolution (FCR) Rate

NEW QUESTION 121
You need to configure reporting for bot performance analysis. Which metric best reflects customer satisfaction with the bot experience?

Number of chat sessions handled by the bot versus live agents.

Rate of successful resolutions achieved through bot interactions alone.

Customer satisfaction ratings and feedback specifically gathered about the bot experience.

Average conversation length and time spent interacting with the bot.

NEW QUESTION 122
You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?

Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.

Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.

Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.

All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.

NEW QUESTION 123
Your scenario involves transitioning to a new self-service portal for customers. Which cut-over requirement helps ensure successful user adoption and engagement?

Implementing robust search functionalities and user-friendly navigation within the new self-service portal.

Conducting user testing and gathering feedback on the portal’s usability and accessibility.

Launching awareness campaigns and providing clear guidance on how to use the new self-service portal.

All of the above, contributing to a positive user experience and encouraging customer adoption of the new portal.

NEW QUESTION 124
To comply with the “Eliminate duplicate email attachments” setting while processing PDFs in a high-volume email environment, the consultant should consider this approach:
Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation.
How should a consultant recommend UC configure this solution?

Set up the organization’s default business hours and create an escalation rule where the case matches the criteria associated with different business hours.

Create an Apex trigger that checks the default business hours and the business hours on an escalation.

Set up the organization’s default business hours and set up another set of business ho the second option

NEW QUESTION 125
The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?

Case Backlog Volume

Average Time to Answer (ATA)

SLA Adherence Rate

Number of Overdue Cases

NEW QUESTION 126
Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?

Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.

Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.

Documenting API configurations and connection details for external integrations after successful migration and testing.

All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.

NEW QUESTION 127
To ensure a successful digital transformation with a multi-channel strategy, engaging the right stakeholders during the discovery phase is crucial.
Here’s the breakdown of the options and why the most suitable choice is:
Option 3: VP of Customer Experience; VP of Service; IT Leadership.
Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?

Average response time, cost per call, deflection rate, and employee training lime

Revenue growth number of repeat customers, net promoter source, and employer le

Average handling time, number of calls answered, customer satisfaction an training time

NEW QUESTION 128
Validating messaging channel functionality involves testing message delivery and content accuracy. Which tool helps with this?

Monitoring chat logs and transcripts within Salesforce to review message content and delivery status.

Utilizing third-party testing tools like Twilio Sandbox or MessageBird to send test messages and verify delivery.

Conducting user testing sessions with real customers to gather feedback on the messaging experience and content clarity.

All of the above, offering a comprehensive approach to validate message delivery, content accuracy, and user experience.

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[Oct 08, 2026] New Salesforce Salesforce-Contact-Center Dumps with Test Engine and PDF (New Questions) [Q107-Q128]