New Salesforce Salesforce-Contact-Center Exam Question, Visual Salesforce-Contact-Center Cert Test

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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Topic	Details
Topic 1	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
Topic 2	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 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 (Q67-Q72):

NEW QUESTION # 67
You need to configure reporting for bot performance analysis. Which metric best reflects customer satisfaction with the bot experience?

A. Number of chat sessions handled by the bot versus live agents.
B. Customer satisfaction ratings and feedback specifically gathered about the bot experience.
C. Rate of successful resolutions achieved through bot interactions alone.
D. Average conversation length and time spent interacting with the bot.

Answer: B

Explanation:
To effectively gauge customer satisfaction with bot interactions, measuring customer satisfaction ratings and collecting specific feedback about the bot experience is essential. This metric directly reflects how customers perceive the effectiveness, efficiency, and overall experience of interacting with the bot, providing clear insights into areas of success and opportunities for improvement.

NEW QUESTION # 68
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?

A. Pause/Resume Call Recording
B. Collaboration on Call Recordings
C. Hierarchical Sharing Settings on Calls

Answer: A

Explanation:
Reference: Salesforce Service Cloud Voice Features

NEW QUESTION # 69
To ensure a successful digital transformation with a multi-channel strategy, engaging the right stakeholders during the discovery phase is crucial.
Here's the breakdown of the options and why the most suitable choice is:
Option 3: VP of Customer Experience; VP of Service; IT Leadership.
Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?

A. Average response time, cost per call, deflection rate, and employee training lime
B. Average handling time, number of calls answered, customer satisfaction an training time
C. Revenue growth number of repeat customers, net promoter source, and employer le

Answer: B

Explanation:
To ensure that temporary agents possess skillsets nearly equivalent to permanent staff, it's crucial to engage with training specialists, service agents, temporary agent leadership, and the Salesforce administrator during the discovery phase. These stakeholders can provide insights into the specific skills and knowledge required, the effectiveness of existing training programs, and the adaptability of the Salesforce environment to support the training and integration of temporary agents. Engaging these stakeholders helps in developing a comprehensive training plan that ensures temporary agents are well-prepared and skilled.

NEW QUESTION # 70
Which standard field options should a consultant recommended form for In-App Messaging?

A. First Name Last Name Email Account Number
B. First Name, Last Name, Email Order Number
C. First Name, Last Name, Emil Subject

Answer: A

Explanation:
For In-App Messaging, the recommended standard field options to include are First Name, Last Name, Email, and Account Number. These fields ensure that customer service agents have the essential information needed to identify and authenticate the customer, facilitating a more personalized and efficient service interaction. The Account Number is particularly crucial as it provides a direct link to the customer's specific details and transaction history within the company's systems.

NEW QUESTION # 71
The release management plan needs to be adaptable to unforeseen changes or challenges. Which element facilitates flexibility and responsiveness?

A. Detailed and rigid schedule with no room for modifications or adjustments.
B. A collaborative work environment and open communication among stakeholders.
C. Regular risk assessments and contingency plans for potential challenges and roadblocks.
D. Clearly defined communication channels and escalation procedures for unforeseen issues.

Answer: B

Explanation:
Reference: Salesforce Change Management

NEW QUESTION # 72
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