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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Section	Weight	Objectives
Deploy	15%	- Validate solution functionality and performance - Plan deployment and cutover activities - Document configurations and processes
Operate and Optimize	10%	- Apply best practices for ongoing optimization - Monitor and maintain Contact Center operations - Analyze performance and identify improvement opportunities
Discovery	20%	- Gather and document requirements - Define personas and stakeholders - Identify business objectives and success metrics
Implement	26%	- Configure core Contact Center features - Configure Omni-Channel and routing rules - Set up and verify email and voice services - Implement knowledge base and self-service portals
Design	29%	- Design scalable Contact Center solutions - Design integrated voice and digital channel solutions - Design self-service and knowledge management strategies - Design for Omni-Channel routing and engagement

>> Valid Salesforce-Contact-Center Exam Syllabus <<

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Salesforce Contact Center Accredited Professional Sample Questions (Q118-Q123):

NEW QUESTION # 118
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?

A. Create a Visualforce service report Create objects and fields the Vict into the objects and fields in the report
B. Create 10 service reports Select the objects Combine the service reports
C. Create a custom report type Select four object relationships Select adal from extra objects

Answer: C

Explanation:
To create a service report containing references to 50 objects, Universal Containers should follow these steps:
Create a custom report type: This allows for the definition of primary and related objects.
Select up to four object relationships: This structures the primary relationships needed for the report.
Add fields from additional related objects: This extends the report's scope to include up to 50 object references by pulling in fields from other relevant objects.
This method provides a scalable approach to complex reporting needs within Salesforce.

NEW QUESTION # 119
Your data migration plan involves staged rollouts for different user groups. Which data preparation step facilitates this approach?

A. Dividing customer data into separate subsets based on user groups for targeted and phased migration.
B. Configuring role-based access controls within the new system to ensure data access aligns with user group assignments.
C. Testing data migration functionalities with pilot groups to identify and address any issues before broader rollout.
D. All of the above, contributing to a controlled and efficient data migration process with minimal disruption to different user groups.

Answer: D

Explanation:
For a staged rollout involving different user groups, several data preparation steps are crucial to ensure a smooth transition. Dividing customer data into subsets allows for phased migration, targeting specific groups at different times. Configuring role-based access controls ensures that data access permissions are appropriately set for each group. Conducting tests with pilot groups helps identify and rectify issues before a full rollout. Thus, "D. All of the above, contributing to a controlled and efficient data migration process with minimal disruption to different user groups" best encapsulates the comprehensive approach needed for successful staged rollouts.
Reference: Salesforce Data Migration Best Practices

NEW QUESTION # 120
Your customer wants to measure the success of the implementation in terms of business impact. Which key performance indicators (KPIs) are most relevant?

A. All of the above, providing a holistic view of Contact Center impact on business goals.
B. Customer satisfaction scores, net promoter score (NPS), and customer retention rates.
C. Number of cases resolved, average handle time, and agent productivity metrics.
D. Cost savings achieved through operational efficiency and reduced call volume.

Answer: A

Explanation:
Reference: Salesforce KPIs for Contact Centers

NEW QUESTION # 121
You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?

A. Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
B. Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.
C. Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
D. All of the above, providing options for diverse bot functionalities and integration flexibility.

Answer: D

Explanation:
Configuring chatbots for varied purposes in the Contact Center can be effectively supported by a variety of platforms. Einstein Bots offer AI-driven capabilities and pre-built templates suited for customer service. Flow Builder provides a flexible, drag-and-drop interface for custom chatbot design. Third-party platforms like Dialogflow offer advanced customization and integration capabilities. Therefore, "D. All of the above, providing options for diverse bot functionalities and integration flexibility" is the best answer, as it encompasses the broadest range of tools for building and customizing chatbots within Salesforce.
Reference: Salesforce Einstein Bots

NEW QUESTION # 122
While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:
Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.
Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time How should a consultant recommend implementing this requirement?

A. Set up Support Holidays to specify holidays.
B. Create an Apex trigger to check agent holidays
C. Create additional holiday rules in the SLAs

Answer: A

Explanation:
Reference: Salesforce Support Holidays Setup

NEW QUESTION # 123
......

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