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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	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 3	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
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 (Q95-Q100):

NEW QUESTION # 95
The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.
Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can be answered.
Which changes to the Contact Support form process should a consultant suggest to improve the response times?

A. Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.
B. A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword
C. Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each

Answer: B

Explanation:
To improve the response times for cases logged via the Contact Support form on Ursa Major Solar's Experience Cloud site, it is recommended to implement Case Assignment Rules. By using Case Assignment Rules to check for specific keywords in the subject or description fields, cases can be automatically assigned to the appropriate specialist queue based on the detected keywords. This targeted assignment ensures that cases are handled by the most suitable department from the outset, reducing the need for transfers and thereby improving response times. This approach leverages Salesforce's built-in functionality to efficiently route cases based on content, which can be set up and maintained with minimal technical overhead.
Reference: https://help.salesforce.com/

NEW QUESTION # 96
Your scenario involves routing calls based on language spoken. Which feature facilitates this?

A. Omni-Channel routing with skill mapping based on agent language proficiency.
B. Custom Apex code defining language detection and routing logic.
C. Integrated Speech-to-Text (STT) and language identification tools for real-time routing.
D. Phone Numbers configured with specific languages and automatic call routing.

Answer: A

Explanation:
Omni-Channel routing with skill mapping based on agent language proficiency is the most effective feature for routing calls based on the language spoken. This feature allows calls to be directed to agents who are proficient in the language required by the caller, ensuring effective communication and enhancing customer satisfaction.

NEW QUESTION # 97
The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?

A. Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.
B. Develop custom formulas to calculate customer loyalty and contract value score.
C. Configure case fields to capture customer tier and contract details for manual prioritization.
D. Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.

Answer: D

Explanation:
Reference: Salesforce Automation for Case Escalation

NEW QUESTION # 98
Your customer wants to measure the success of the implementation in terms of business impact. Which key performance indicators (KPIs) are most relevant?

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

Answer: C

Explanation:
To measure the success of a Contact Center implementation in terms of business impact, a holistic approach that considers various KPIs is essential. These should include operational metrics like the number of cases resolved and average handle time, customer-centric metrics such as customer satisfaction scores and NPS, and financial metrics like cost savings from operational efficiencies. Thus, "D. All of the above, providing a holistic view of Contact Center impact on business goals" covers the range of indicators necessary to fully evaluate the success and impact of the implementation.
Reference: Salesforce KPIs for Contact Centers

NEW QUESTION # 99
You need to configure dashboards and reports for KPI visualization. Which platform offers the most flexibility?

A. All of the above, depending on the desired level of detail, visual representation, and data access.
B. Salesforce Reporting tools for generating detailed reports and data analysis.
C. Einstein Analytics with customizable dashboards and visual data storytelling capabilities.
D. Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.

Answer: A

Explanation:
Promoting awareness and utilization of a new knowledge base for self-service customer support involves several strategies: A. Integrating knowledge base articles within chat conversations and case workflows enhances relevance and timely assistance. B. Providing prominent access points across customer-facing channels ensures that customers can easily find and use the knowledge base. C. Conducting user training and awareness campaigns increases familiarity with the knowledge base ' s features and benefits. Implementing all these approaches simultaneously offers a comprehensive strategy to maximize adoption and effectiveness of the new resource.
References: https://help.salesforce.com/articleView?id=sf.knowledge_create_articles.htm

NEW QUESTION # 100
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