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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

TopicDetails
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
  • Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
Topic 3
  • 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 4
  • 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.

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Salesforce Contact Center Accredited Professional Sample Questions (Q139-Q144):

NEW QUESTION # 139
The desired process of reassigning cases to a higher support tier when SLA timelines are breached.
Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to
accomplish this?

Answer: A

Explanation:
To protect customers' private information during phone interactions, especially for sensitive data like social security numbers, the Service Cloud Voice feature to recommend is Pause/Resume Call Recording. This feature allows agents to pause the recording when sensitive information is being discussed and resume it afterwards, ensuring compliance with privacy regulations and safeguarding customer data.
Reference: Salesforce Service Cloud Voice Features


NEW QUESTION # 140
Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?

Answer: D

Explanation:
Configuring separate queues for each support channel with designated business hours allows for tailored management of availability per service requirement. This setup enables organizations to offer phone and email support during standard business hours and continuous chat support around the clock. Each queue can have its unique operational hours and staffing strategies, ensuring that resources are aligned with customer expectations and demand for each communication channel.


NEW QUESTION # 141
Your customer wants to improve agent productivity. Which future functionality could be most impactful?

Answer: D

Explanation:
To improve agent productivity, combining knowledge base suggestions, AI-powered case deflection tools, automated workflows, and self-service options with chatbots provides a comprehensive approach. Each of these elements plays a crucial role in streamlining operations and reducing agent workload by automating routine tasks, providing quick access to information, and managing customer inquiries more efficiently. Therefore, option "D. All of the above, empowering agents with streamlined tools and automated processes" is the most impactful, as it leverages multiple technologies to enhance productivity comprehensively.
Reference: Salesforce Service Cloud Features


NEW QUESTION # 142
The customer requests integrations with existing CRM and marketing automation systems. Which approach promotes data integrity and maintainability?

Answer: A

Explanation:
Reference: Salesforce Documentation on Integration


NEW QUESTION # 143
The consultant should recommend UC configure the solution by setting up the organization ' s default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.
An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue What is the reason for the work that was already in the queue not being pushed to agents?

Answer: B

Explanation:
When Omni-Channel routing is activated on a queue for the first time, existing records in that queue will not automatically be pushed to agents. This is because Omni-Channel only starts routing work items that arrive in the queue after its activation. Any work that was already in the queue prior to enabling Omni-Channel will need to be manually reassigned or triggered to enter the Omni-Channel routing process.
References: https://help.salesforce.com/articleView?id=sf.omnichannel_faq.htm


NEW QUESTION # 144
......

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