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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

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

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                              Salesforce Contact Center Accredited Professional Sample Questions (Q182-Q187):

                              NEW QUESTION # 182
                              Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

                              Answer: A

                              Explanation:
                              Assigning chats and emails based on agent skills involves multiple features:A. Presence-based routing ensures tasks are assigned only when agents are available.B. Omni-Channel Presence States help manage which agents are online and ready to take on tasks across different channels.C. Skill-based routing leverages agent skill profiles to match them with tasks they are qualified to handle.Integrating these features provides a robust system that ensures tasks are assigned efficiently and effectively to the right agents at the right time.
                              References: https://help.salesforce.com/articleView?id=omnichannel_routing.htm


                              NEW QUESTION # 183
                              The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?

                              Answer: B

                              Explanation:
                              Process Builder in Salesforce allows for the automation of tasks such as sending invoices and case history updates via email following specific triggers or updates to a case. By using predefined rules and conditions within Process Builder, organizations can automate email notifications, ensuring that communications are timely and relevant to the case status. This tool simplifies workflow automation, making it easier to maintain consistent communication with customers without manual intervention.
                              References: https://help.salesforce.com/articleView?id=sf.process_overview.htm


                              NEW QUESTION # 184
                              Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?

                              Answer: A

                              Explanation:
                              Integrating social media channels into Omni-Channel requires a blend of Salesforce capabilities: A. Salesforce Social Studio manages engagement and inquiries across social media platforms.
                              B: Flow Builder allows for the creation of automated processes that respond to social media interactions.
                              C: Omni-Channel routing rules can be configured to direct social media messages to the most appropriate agents based on the content and context.
                              This combination of tools facilitates effective integration and management of social media interactions within a Contact Center environment.


                              NEW QUESTION # 185
                              Your deployment involves migrating historical case data. Which data preparation step helps maintain case history and audit trails accurately?

                              Answer: D

                              Explanation:
                              Maintaining case history and audit trails accurately during a migration process involves several crucial steps:
                              A). Transferring all available case data, including comments, attachments, and activity logs, ensures that no historical data is lost.B. Configuring the new system to preserve chronological order and timestamps of historical case events maintains the integrity of the case timeline.C. Testing case history access and audit trail functionality ensures that all historical information is retrievable and accurately displayed post-migration.
                              These steps collectively ensure that historical case data is migrated completely and remains accessible and contextually intact in the new system.
                              References: https://help.salesforce.com/articleView?id=sf.data_migration_best_practices.htm


                              NEW QUESTION # 186
                              The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?

                              Answer: C

                              Explanation:
                              Reference: Salesforce Blog on Net Promoter Score


                              NEW QUESTION # 187
                              ......

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