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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Discovery20%- Gather and document requirements
- Identify business objectives and success metrics
- Define personas and stakeholders
Topic 2: Implement26%- Set up and verify email and voice services
- Configure core Contact Center features
- Implement knowledge base and self-service portals
- Configure Omni-Channel and routing rules
Topic 3: Operate and Optimize10%- Monitor and maintain Contact Center operations
- Analyze performance and identify improvement opportunities
- Apply best practices for ongoing optimization
Topic 4: Design29%- Design self-service and knowledge management strategies
- Design for Omni-Channel routing and engagement
- Design integrated voice and digital channel solutions
- Design scalable Contact Center solutions
Topic 5: Deploy15%- Document configurations and processes
- Plan deployment and cutover activities
- Validate solution functionality and performance

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Salesforce Contact Center Accredited Professional Sample Questions (Q172-Q177):

NEW QUESTION # 172
The reason why the work that was already in the queue is not being pushed to agents is:
The "Apply to existing records in queue" option was not selected.
At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?

Answer: A

Explanation:
To improve the case close process at Ursa Major Solar and make solving future customer cases more efficient, a consultant should propose using Salesforce Knowledge. By storing summarized questions and answers in Salesforce Knowledge, agents can quickly access and reuse this information for similar future inquiries. This approach not only saves time but also promotes consistency in customer responses and enhances the overall quality of support.


NEW QUESTION # 173
The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?

Answer: C

Explanation:
Implementing automated case escalation rules based on pre-defined loyalty and contract value thresholds is the most effective way to prioritize cases. This approach uses automation to ensure that high-value customers receive the attention they require promptly, without manual intervention, thus improving efficiency and customer satisfaction.
Reference: Salesforce Automation for Case Escalation


NEW QUESTION # 174
Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?

Answer: C

Explanation:
Reference: Salesforce Documentation on Case Assignment and Escalation


NEW QUESTION # 175
Based on the scenario and considering regulatory limitations, the most suitable messaging channel for Ursa Major Solar (UMS) to proactively initiate conversations with previous contact center customers is Messaging for Web.
An insurance company handles a large volume of cases every year. The companies communicate with the customer and other third parties through related cases und the same customer issue. Currently, they find it confusing to follow the count appears from different people and channels.
What should a consultant utilize to design a solution so the common is easier to follow, but still relatable to the original customer case?

Answer: A

Explanation:
To manage a large volume of cases and the associated communication threads effectively, the consultant should implement a Case Hierarchy. Case Hierarchy allows the organization to link related cases, making it easier to track all communication concerning a customer issue across different cases and channels. This structure helps in maintaining a clear and organized overview of the case progression, facilitating easier follow-up and resolution. Case Hierarchy is particularly beneficial in environments where cases often involve multiple interactions over a range of related issues.


NEW QUESTION # 176
While all listed KPIs have relevance, the most suitable set for Ursa Major Solar ' s goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:
A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.

Answer: B

Explanation:
For Ursa Major Solar, after hiring many new agents to handle increased call volumes, the most effective strategy is to build an Omni-Channel routing flow and include all senior agents in the direct-to-agent routing protocol. This approach ensures that experienced agents are prioritized for more complex calls, helping to maintain high quality of service during peak periods. Omni-Channel routing efficiently distributes incoming calls based on agent expertise, availability, and workload, which helps to manage the increased volume without compromising service quality.
Reference: Omni-Channel Routing


NEW QUESTION # 177
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