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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

SectionWeightObjectives
Deploy10%- Cutover and migration
  • 1. Define channel-specific cutover requirements
    • 2. Prepare system for data migration
      - Validation
      • 1. Validate deployment against requirements
        - Deployment planning
        • 1. Identify deployment strategy for Contact Center solutions
          Discovery20%- Stakeholder & persona identification
          • 1. Identify customer use case requirements
            • 2. Conduct interviews to define personas and stakeholders
              - Success metrics
              • 1. Define KPIs and success measurements
                - Requirements analysis
                • 1. Define channel and routing requirements
                  • 2. Map business processes to use cases
                    Design29%- Data and migration strategy
                    • 1. Design data migration approach
                      - Solution mapping
                      • 1. Design scalable solutions using standard data models
                        • 2. Map Contact Center features to requirements
                          - Configuration and validation
                          • 1. Validate KPIs and metrics configuration
                            • 2. Configure Contact Center processes

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                              Salesforce Contact Center Accredited Professional Sample Questions (Q207-Q212):

                              NEW QUESTION # 207
                              (a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.

                              Answer: C

                              Explanation:
                              Assessing the functionality and accuracy of reports in a new system involves multiple checks. Reviewing report builder configurations and data source connections ensures that the foundation for reporting is correctly set up. Executing test reports checks for data accuracy and the relevance of visualizations. Analyzing system logs and report execution history helps identify any operational issues. Therefore, "D. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system" accurately describes the necessary steps for thorough report validation.
                              Reference: Salesforce Reports and Dashboards


                              NEW QUESTION # 208
                              The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
                              Ursa Major Solar uses a custom object to track customer orders. The
                              business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?

                              Answer: A

                              Explanation:
                              Reference: Salesforce Custom Objects and Fields


                              NEW QUESTION # 209
                              Your migration plan includes transferring agent performance data. Which Salesforce object best accommodates this data?

                              Answer: B

                              Explanation:
                              To accommodate agent performance data within Salesforce, creating custom objects specifically designed to track such metrics is the most suitable approach. Custom objects allow for the flexible design of data structures that can specifically cater to the unique requirements of tracking agent performance, such as productivity, customer feedback scores, and other relevant KPIs. This flexibility ensures that all pertinent data can be captured and analyzed effectively within Salesforce.
                              References: https://help.salesforce.com/articleView?id=sf.customobjects_overview.htm


                              NEW QUESTION # 210
                              The customer wants to minimize disruption during rollout. Which release management technique is most suitable?

                              Answer: A

                              Explanation:
                              To minimize disruption during the rollout of a new system, the most effective strategy is a combination of rolling updates and minimal downtime deployment techniques. This approach allows for gradual implementation and user adoption, ensuring that the system remains operational and that any issues can be addressed without significant impact on the overall operations.


                              NEW QUESTION # 211
                              Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

                              Answer: B

                              Explanation:
                              Maintaining data security during a migration to a new cloud-based Contact Center platform involves several key steps. Configuring data encryption and multi-factor authentication protects data during transit and ensures secure access. Conducting security audits and vulnerability assessments identifies potential risks that can be mitigated before migration. Establishing data ownership and access rights ensures that only authorized users can access sensitive information. Thus, "D. All of the above, contributing to a secure and controlled migration process with robust data protection" covers all essential security measures for a cloud migration.
                              Reference: Salesforce Security Best Practices


                              NEW QUESTION # 212
                              ......

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