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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Topic	Details
Topic 1	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.
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	Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.

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Salesforce Contact Center Accredited Professional Sample Questions (Q175-Q180):

NEW QUESTION # 175
Your project requires migrating custom objects and their associated dat a. Which data preparation step helps maintain field-level validation rules and triggers?

A. Exporting custom objects and data along with associated validation rules and trigger definitions for import into the new system.
B. All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects.
C. Configuring the new system to automatically recognize and apply existing field-level validation rules and triggers during data migration.
D. Manually reviewing and verifying the accuracy and functionality of imported validation rules and triggers after data migration.

Answer: B

Explanation:
Maintaining field-level validation rules and triggers during migration of custom objects requires thorough planning and execution. Exporting these elements along with the objects ensures they are not lost during transition. Configuring the new system to recognize and apply these rules and triggers maintains data integrity. Manually verifying these rules post-migration confirms their correct function. "D. All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects" covers all necessary steps for successful integration of these critical components.
Reference: Salesforce Custom Objects and Data Integrity

NEW QUESTION # 176
Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?

A. Process Builder sequences triggering automated case creation and assignment based on data triggers.
B. Case Assignment Rules defining criteria for routing cases to specific queues or agents.
C. Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
D. All of the above, working together for dynamic case assignment and escalation based on context and priority.

Answer: D

Explanation:
Reference: Salesforce Case Management

NEW QUESTION # 177
The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

A. Customer Lifetime Value (CLTV)
B. Customer Effort Score (CES)
C. Net Promoter Score (NPS)
D. First Contact Resolution (FCR) Rate

Answer: B

Explanation:
Reference: Salesforce Blog on Customer Effort Score

NEW QUESTION # 178
You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?

A. Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.
B. All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.
C. Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.
D. Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.

Answer: B

Explanation:
Reference: Salesforce Process Automation

NEW QUESTION # 179
While all listed KPIs have relevance, the most suitable set for Ursa Major Solar ' s goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:
A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.

A. Build Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed
B. Assign Read All data access to all voice agents
C. Update the organization-wide sharing setting for use Presence to Public Read City

Answer: A

Explanation:
For Ursa Major Solar, after hiring many new agents to handle increased call volumes, the most effective strategy is to build an Omni-Channel routing flow and include all senior agents in the direct-to-agent routing protocol. This approach ensures that experienced agents are prioritized for more complex calls, helping to maintain high quality of service during peak periods. Omni-Channel routing efficiently distributes incoming calls based on agent expertise, availability, and workload, which helps to manage the increased volume without compromising service quality.
Reference: Omni-Channel Routing

NEW QUESTION # 180
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