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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Section	Weight	Objectives
Discovery	20%	- Stakeholder & persona identification 1. Identify customer use case requirements 2. Conduct interviews to define personas and stakeholders - Requirements analysis 1. Define channel and routing requirements 2. Map business processes to use cases - Success metrics 1. Define KPIs and success measurements
Design	29%	- Configuration and validation 1. Configure Contact Center processes 2. Validate KPIs and metrics configuration - Data and migration strategy 1. Design data migration approach - Solution mapping 1. Design scalable solutions using standard data models 2. Map Contact Center features to requirements
Deploy	10%	- Deployment planning 1. Identify deployment strategy for Contact Center solutions - Validation 1. Validate deployment against requirements - Cutover and migration 1. Prepare system for data migration 2. Define channel-specific cutover requirements

Section

Weight

Objectives

Discovery

20%

- Stakeholder & persona identification

1. Identify customer use case requirements
2. Conduct interviews to define personas and stakeholders

- Requirements analysis

1. Define channel and routing requirements
2. Map business processes to use cases

- Success metrics

1. Define KPIs and success measurements

Design

29%

- Configuration and validation

1. Configure Contact Center processes
2. Validate KPIs and metrics configuration

- Data and migration strategy

1. Design data migration approach

- Solution mapping

1. Design scalable solutions using standard data models
2. Map Contact Center features to requirements

Deploy

10%

- Deployment planning

1. Identify deployment strategy for Contact Center solutions

- Validation

1. Validate deployment against requirements

- Cutover and migration

1. Prepare system for data migration
2. Define channel-specific cutover requirements

>> Salesforce-Contact-Center Prüfungsinformationen <<

Salesforce-Contact-Center Originale Fragen - Salesforce-Contact-Center Online Tests

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Salesforce Contact Center Accredited Professional Salesforce-Contact-Center Prüfungsfragen mit Lösungen (Q20-Q25):

20. Frage
You're given a list of project requirements including specific agent skill sets for case routing. Which tool helps validate this requirement is met within the deployed system?

A. All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.
B. Running Case Assignment Rule reports and analyzing data to ensure cases are routed to agents with matching skills.
C. Utilizing Process Builder workflows and Flow triggers to trace case routing logic and confirm alignment with required skill sets.
D. Manual testing by assigning cases to agents and verifying routing based on pre-defined skill sets.

Antwort: A

Begründung:
Validating that case routing adheres to specific agent skill sets requires a multi-faceted approach. Manual testing of case assignments ensures real-world efficacy. Utilizing Process Builder and Flow triggers to trace case routing logic verifies the correct implementation of routing rules. Running Case Assignment Rule reports provides data-driven validation of routing accuracy. Hence, "D. All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets" best ensures that the system's functionality matches project requirements.
Reference: Salesforce Case Assignment and Routing

21. Frage
The consultant should recommend the company utilize Flow Settings in
Email-to-Case to meet their requirements.
A customer service manager wants to implement a process where a case
gets reassigned to a higher support tier if it is not resolved within a given service-level agreement (SLA) timeline.
Which solution should a consultant propose to set this process up?

A. The consultant should propose creating an Escalation Rule Entry to set up
B. Create a Quick Action for escalating a case and set up ConditionalVisibility Rude to show the Quick Action after a case has passed SLA timesCreate a record-triggered flow that gives cases an escalated status if it isstill open a pa A times.
C. Create an Escalation Rule Entry and configure it so that cases get anescalated status of the case is still open after passing SLA times.

Antwort: A

Begründung:
Reference: Salesforce Escalation Rules

22. Frage
Your scenario includes deploying a new knowledge base for self-service customer support. Which channel- specific cut-over requirement promotes awareness and utilization?

A. Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.
B. Providing prominent access points to the new knowledge base across various customer-facing channels.
C. All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.
D. Integrating knowledge base articles within relevant chat conversations and case workflows.

Antwort: C

Begründung:
encourage self-service adoption through the new knowledge baseComprehensive Detailed Explanation with References: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

23. Frage
The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?

A. Utilize Omni-Channel Routing to unify case routing and agent availability across channels.
B. Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.
C. Implement the Customer Community for forum discussions and support ticket submission.
D. Configure a Knowledge Base with searchable articles andFAQs for self-service options.

Antwort: A

Begründung:
Omni-Channel Routing in Salesforce provides a unified view of customer interactions across all channels by efficiently managing case routing and tracking agent availability. This feature ensures that all customer interactions, whether through email, phone, chat, or social media, are visible and manageable in a single console, thus enhancing the ability to provide consistent and informed customer service. Therefore, "A. Utilize Omni-Channel Routing to unify case routing and agent availability across channels" is the best option for achieving a single view of customer interactions across various communication platforms.
Reference: Salesforce Omni-Channel Routing

24. Frage
Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

A. Configuring data encryption for transferred information and user access with multi-factor authentication.
B. Conducting pre-migration security audits and vulnerability assessments of both platforms.
C. Establishing clear data ownership and access rights for users across the old and new platforms.
D. All of the above, contributing to a secure and controlled migration process with robust data protection.

Antwort: D

Begründung:
Reference: Salesforce Security Best Practices

25. Frage
......

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