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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

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

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                              Salesforce Contact Center Accredited Professional Sample Questions (Q191-Q196):

                              NEW QUESTION # 191
                              You need to validate data migration accuracy and completeness. Which tool assists with this process?

                              Answer: B

                              Explanation:
                              Several tools assist in validating data migration accuracy and completeness:
                              A: Salesforce Reports and Dashboards enable comparisons of data metrics between the legacy system and Salesforce.
                              B: Data Compare tools like Informatica PowerCenter provide deep analysis capabilities for identifying discrepancies and integrity issues.
                              C: Validation Rules within Salesforce ensure that incoming data adheres to specific formats and constraints, preventing incorrect data entries.
                              Employing these tools collectively ensures a thorough validation process for migrated data, securing data integrity and accuracy.


                              NEW QUESTION # 192
                              You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?

                              Answer: D

                              Explanation:
                              Identifying trends and patterns within Contact Center metrics requires tools capable of varying levels of analysis. Salesforce Reporting offers basic filtering and grouping, Omni-Channel dashboards provide real-time operational insights, and Einstein Analytics delivers sophisticated capabilities like data blending, predictive modeling, and visual storytelling. "D. All of the above, depending on the desired level of data exploration, predictive insights, and visual representations" captures the broad range of tools available for different analytical needs, making it the optimal choice.
                              Reference: Einstein Analytics


                              NEW QUESTION # 193
                              The best set of functionalities for the client ' s needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specific requirements.

                              Answer: C

                              Explanation:
                              Reference: https://agilemanifesto.org/principles.html


                              NEW QUESTION # 194
                              The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

                              Answer: B


                              NEW QUESTION # 195
                              Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
                              What should an administrator add in Omni-Channel settings to allow
                              ramp-up time for UMS's junior agents to handle only two chat requests at a time?

                              Answer: B

                              Explanation:
                              To provide ramp-up time for junior agents handling fewer chat requests at a time, an administrator should create and assign a new Presence Status. This status would specifically allow junior agents to handle only two chat requests simultaneously, compared to the standard three. This setting tailors the workload according to the agent's capability, ensuring they are not overwhelmed, which helps in their gradual adaptation to the expected work pace.


                              NEW QUESTION # 196
                              ......

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