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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

SectionObjectives
Design- Plan for omni-channel routing, automation, and integration.
- Design scalable contact center solutions using standard Salesforce features.
- Consider security, compliance, and data privacy requirements.
Discovery & Planning- Define contact center strategy and roadmap.
- Identify and understand customer business requirements, challenges, and goals related to contact center operations.
Optimization & Best Practices- Monitor and optimize contact center performance using reports and dashboards.
- Troubleshoot common issues and iterate on solution design.
- Apply best practices for user adoption, training, and change management.
Implementation- Implement omni-channel routing (voice, chat, email, social).
- Set up automation and AI-driven tools (e.g., Einstein Bots, macros, flows).
- Configure and deploy Service Cloud features for contact center use cases.

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Salesforce Contact Center Accredited Professional Sample Questions (Q113-Q118):

NEW QUESTION # 113
The customer requests integrations with existing CRM and marketing automation systems. Which approach promotes data integrity and maintainability?

Answer: A

Explanation:
Reference: Salesforce Documentation on Integration


NEW QUESTION # 114
Your data migration timeline is tight. Which option helps expedite the process?

Answer: A

Explanation:
To expedite a tight data migration timeline, multiple strategies can be employed based on the resources available and the complexity of the migration project. Manual data entry might be suitable for critical but limited information, using data migration tools with automation capabilities can greatly enhance efficiency for large datasets, and outsourcing to experienced vendors can leverage expert skills to ensure timely completion. Thus, "D. All of the above, depending on the resources available and the complexity of the migration project" is the most practical and comprehensive answer.
Reference: Salesforce Data Migration Best Practices


NEW QUESTION # 115
The most suitable functionality to automatically assign cases to an account ' s dedicated service agent, thereby improving service level quality, is Case Assignment Rules. Here ' s why:
Ursa Major Solar (UMS) wants to implement Service Cloud Voice. UMS is satisfied with it current telephony provider, which can be used with Voice.
Which Service Cloud Voice telephony model should a consultant recommend?

Answer: B

Explanation:
Given that Ursa Major Solar (UMS) is satisfied with its current telephony provider, and this provider is compatible with Service Cloud Voice, the most appropriate recommendation is Service Cloud Voice with partner telephony. This option allows UMS to integrate its existing telephony solution into the Salesforce environment, leveraging its current systems while benefiting from the enhanced CRM capabilities of Service Cloud Voice. This integration ensures a seamless transition and utilization of familiar tools while accessing new functionalities like call transcription and CRM data integration during calls.
Reference: Integrate Service Cloud Voice with Partner Telephony


NEW QUESTION # 116
Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?

Answer: C

Explanation:
Reference: Salesforce Automation with AI


NEW QUESTION # 117
The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
Ursa Major Solar ' s Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
Which Experience Cloud template should a consultant recommend

Answer: C

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


NEW QUESTION # 118
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