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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Topic	Details
Topic 1	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 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	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
Topic 4	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.

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Salesforce Contact Center Accredited Professional Sample Questions (Q17-Q22):

NEW QUESTION # 17
The company aims to reduce operational costs. Which KPI is most relevant to track their progress?

A. Employee Turnover Rate
B. Average Cost per Case (CPAC)
C. Customer Acquisition Cost (CAC)
D. Agent Resolution Rate

Answer: B

Explanation:
The Average Cost per Case (CPAC) is the most relevant KPI for tracking progress in reducing operational costs within a contact center. This metric provides a clear measurement of the cost associated with resolving each customer case, taking into account all resources utilized in the process. Monitoring and optimizing CPAC can help a company identify areas where efficiencies can be improved, thus directly contributing to the reduction of operational costs.

NEW QUESTION # 18
Universal Containers (UC) has a service report requirement to provide a snapshot of customers, including the service products they are using, case reason, and priority, Which dashboard in Service Analytics should UC use? Sidebar-By

A. Customer
B. Open Cases
C. Account Profile

Answer: C

Explanation:
For Universal Containers, the " Account Profile " dashboard in Service Analytics is the most suitable choice.
This dashboard provides a comprehensive snapshot of customers, including details on the service products they are using, case reasons, and priority. It is specifically designed to consolidate customer-related information, making it an ideal solution for UC ' s reporting needs.
References: https://help.salesforce.com/articleView?id=bi_analytics_app_service.htm

NEW QUESTION # 19
The consultant should set up " Edit the Case page layout to embed the Contact Details component on the Case page. " This is the most efficient approach to streamline the agents ' workflow and eliminate unnecessary navigation.
Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can be answered.
Which changes to the Contact Support form process should a consultant suggest to improve the response times?

A. A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword
B. Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each
C. Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.

Answer: A

Explanation:
Reference: https://help.salesforce.com/

NEW QUESTION # 20
The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?

A. Customer Community
B. Case Management
C. Einstein Bots
D. Omni-Channel Routing

Answer: B

Explanation:
Case Management functionality in Salesforce is designed to provide a holistic view of customer interactions across all channels. It allows agents to manage and access all customer case information and interactions in one place, ensuring a seamless customer service experience. Therefore, "B. Case Management" is the most appropriate functionality to achieve a single view of customer interactions across various communication channels.
Reference: Salesforce Case Management

NEW QUESTION # 21
Validating business processes involves testing workflows and flow logic. Which tool helps with this?

A. Utilizing Flow Debugger tool to visualize execution steps, identify errors, and optimize flow processes.
B. All of the above, offering complementary perspectives for analyzing and refining business process functionality.
C. Monitoring case history and chat transcripts within Salesforce to review process actions and outcomes.
D. Conducting user testing sessions with agents to gather feedback on the process experience and effectiveness.

Answer: B

Explanation:
Reference: Salesforce Flow Debugger

NEW QUESTION # 22
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