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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Topic	Details
Topic 1	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.
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	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.

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Salesforce Contact Center Accredited Professional Sample Questions (Q85-Q90):

NEW QUESTION # 85
The marketing team wants to track the impact of social media campaigns on Contact Center volume. How can you measure this?

A. Monitor case mentions of specific campaign keywords and track resolution times.
B. Integrate social media platform data with Salesforce for customer journey analysis.
C. Deploy sentiment analysis on customer interactions to gauge campaign reception.
D. Analyze call origin information and identify calls originating from social media campaigns.

Answer: B

Explanation:
Reference: Salesforce Social Studio

NEW QUESTION # 86
The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?

A. Configure outbound email integrations with pre-built templates for invoices and case summaries.
B. Develop custom Apex code for automated email triggers and attachments.
C. Utilize Process Builder with predefined rules for email notifications based on case updates.
D. Implement Einstein Bots to handle email communication and automate basic customer interactions.

Answer: C

Explanation:
Process Builder in Salesforce allows for the automation of tasks such as sending invoices and case history updates via email following specific triggers or updates to a case. By using predefined rules and conditions within Process Builder, organizations can automate email notifications, ensuring that communications are timely and relevant to the case status. This tool simplifies workflow automation, making it easier to maintain consistent communication with customers without manual intervention.
References: https://help.salesforce.com/articleView?id=sf.process_overview.htm

NEW QUESTION # 87
Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

A. Omni-Channel Presence States indicating online and offline agent status for different channels.
B. Presence-based routing automatically assigning tasks based on agent availability.
C. Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.
D. All of the above, working together for optimal multi-channel task assignment and routing.

Answer: D

Explanation:
Assigning chats and emails based on agent skills involves multiple features:
A: Presence-based routing ensures tasks are assigned only when agents are available.
B: Omni-Channel Presence States help manage which agents are online and ready to take on tasks across different channels.
C: Skill-based routing leverages agent skill profiles to match them with tasks they are qualified to handle.
Integrating these features provides a robust system that ensures tasks are assigned efficiently and effectively to the right agents at the right time.

NEW QUESTION # 88
You're validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

A. All of the above, depending on the complexity and desired level of automation for duplicate case handling.
B. Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates.
C. Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.
D. Manually comparing case details and identifying duplicates for removal or merging before data migration.

Answer: A

Explanation:
Reference: Salesforce Data Management

NEW QUESTION # 89
Your KPIs include measuring agent utilization rates. Which metric best reflects this?

A. Agent login duration divided by the total active work time on cases or chats.
B. All of the above, depending on the desired scope and granularity of agent utilization measurement.
C. Number of cases handled by an agent during a specific period.
D. Time spent by an agent on various activities throughout the workday.

Answer: B

Explanation:
Reference: Salesforce Performance Management

NEW QUESTION # 90
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