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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	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
Topic 3	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 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 (Q99-Q104):

NEW QUESTION # 99
The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?

A. Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form
B. Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment
C. Business Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow

Answer: B

Explanation:
To enhance the customer experience for Messaging for Web, several configurations are needed:
Business Hours: Must be active to inform customers about service availability during specific hours.
Omni-Channel Queue or Flow: Required for managing and routing customer interactions.
Estimated Wait Time: Should be activated to display expected wait times to customers, helping manage their expectations.
Business Hours added to the Embedded Deployment: Ensures that the chat functionality reflects the correct availability times and conditions outside business hours.
This combination of settings ensures that customers receive accurate information about wait times and service availability, enhancing transparency and customer satisfaction.
Reference: Salesforce Omni-Channel Management

NEW QUESTION # 100
You need to validate automated case escalation. Which tool helps monitor and assess this process?

A. Monitoring Escalation History related list within case records to track escalation triggers and actions taken.
B. Supervisor Console providing insights into case status, queue information, and escalation triggers.
C. Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.
D. All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.

Answer: D

Explanation:
Monitoring and validating automated case escalation effectively involves using multiple tools that offer various insights into the process:
A: Monitoring Escalation History related list within case records helps track escalation triggers and actions, providing a direct audit trail for each case.
B: Utilizing reporting tools to analyze trends in case escalation provides insights into frequency, reasons, and potential areas for process improvement.
C: Supervisor Console offers real-time insights into case statuses, including escalations, enabling supervisors to oversee and adjust processes as needed.
Combining these tools provides a holistic view of case escalation effectiveness and helps in identifying and implementing necessary adjustments.

NEW QUESTION # 101
Your KPIs include measuring agent utilization rates. Which metric best reflects this?

A. Time spent by an agent on various activities throughout the workday.
B. All of the above, depending on the desired scope and granularity of agent utilization measurement.
C. Agent login duration divided by the total active work time on cases or chats.
D. Number of cases handled by an agent during a specific period.

Answer: B

Explanation:
Reference: Salesforce Performance Management

NEW QUESTION # 102
The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized?

A. Field-Level Security
B. Knowledge Base
C. Einstein Analytics
D. Omni-Channel Routing

Answer: A

Explanation:
Reference: Salesforce Documentation on Field-Level Security

NEW QUESTION # 103
A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours Which set of functionalities should the consultant research in this case?

A. Messaging for Web and Einstein Bots
B. Messaging for Web and Embedded Service
C. Web to Chat and Embedded Service

Answer: B

Explanation:
Reference: https://help.salesforce.com/s/articleView?id=sf.messaging_channels_setup_web.htm

NEW QUESTION # 104
......

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