New Salesforce-Contact-Center Test Papers | Salesforce-Contact-Center Exam

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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Design29%- Configuration and validation
  • 1. Configure Contact Center processes
    • 2. Validate KPIs and metrics configuration
      - Solution mapping
      • 1. Map Contact Center features to requirements
        • 2. Design scalable solutions using standard data models
          - Data and migration strategy
          • 1. Design data migration approach
            Topic 2: Discovery20%- Requirements analysis
            • 1. Define channel and routing requirements
              • 2. Map business processes to use cases
                - Stakeholder & persona identification
                • 1. Identify customer use case requirements
                  • 2. Conduct interviews to define personas and stakeholders
                    - Success metrics
                    • 1. Define KPIs and success measurements
                      Topic 3: Deploy10%- Validation
                      • 1. Validate deployment against requirements
                        - Cutover and migration
                        • 1. Prepare system for data migration
                          • 2. Define channel-specific cutover requirements
                            - Deployment planning
                            • 1. Identify deployment strategy for Contact Center solutions

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                              Salesforce Contact Center Accredited Professional Sample Questions (Q115-Q120):

                              NEW QUESTION # 115
                              Your legacy system stores customer data in different formats. Which tool helps assess data readiness for migration?

                              Answer: B

                              Explanation:
                              The Data Migration Assistant (DMA) tool is specifically designed to analyze data formats and compatibility, making it an essential resource for assessing data readiness prior to migration. It helps in evaluating how legacy data formats will translate into Salesforce, identifying any potential issues like data inconsistency or incompatibility early in the migration process. Therefore, "C. Data Migration Assistant (DMA) tool for analyzing data format and compatibility" is the most effective tool for assessing legacy data readiness.
                              Reference: Salesforce Data Migration


                              NEW QUESTION # 116
                              The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

                              Answer: B

                              Explanation:
                              Reference: Salesforce Surveys


                              NEW QUESTION # 117
                              The customer wants to personalize customer interactions based on past interactions and preferences. Which data model element facilitates this?

                              Answer: C

                              Explanation:
                              Personalizing customer interactions in Salesforce Contact Center involves leveraging various data elements to understand and predict customer needs effectively. The elements include:
                              Custom fields: These capture specific customer preferences and historical data like purchase history. This helps in tailoring offerings and communication specific to individual preferences.
                              Case history tracking: This element records details of past interactions, issues, and resolutions, providing a context-rich background that enables service agents to provide more informed and empathetic responses.
                              Segmentation rules: These help in categorizing customers into different groups based on their behaviors and specific criteria, which can then be used to target communications and services more effectively.
                              Using these elements in combination allows for a comprehensive view of the customer, enabling highly personalized experiences that are responsive to individual customer profiles, history, and preferences. More details can be found in Salesforce's resource on creating personalized customer experiences using Salesforce Contact Center, available at Salesforce Contact Center Personalization.


                              NEW QUESTION # 118
                              You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?

                              Answer: C

                              Explanation:
                              Efficiently managing the transition of social media messaging in a new routing setup involves several strategies:A. Pre-populating agent dashboards with relevant information enhances readiness to handle incoming interactions effectively.B. Ensuring seamless continuity of ongoing conversations during the cut- over minimizes disruption to customer communications.C. Automating case creation and assignment based on social media content and customer profiles streamlines the response process.Combining these approaches ensures that social media inquiries are managed smoothly and efficiently during and after the transition.
                              References: https://help.salesforce.com/articleView?id=sf.social_customer_service_setup.htm


                              NEW QUESTION # 119
                              The customer values user adoption and training. Which element should be prioritized in the implementation plan?

                              Answer: B

                              Explanation:
                              Reference: Salesforce Training and Certification


                              NEW QUESTION # 120
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