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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

SectionWeightObjectives
Discovery20%- Requirements analysis
  • 1. Map business processes to use cases
    • 2. Define channel and routing requirements
      - 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
            Deploy10%- Deployment planning
            • 1. Identify deployment strategy for Contact Center solutions
              - Cutover and migration
              • 1. Prepare system for data migration
                • 2. Define channel-specific cutover requirements
                  - Validation
                  • 1. Validate deployment against requirements
                    Design29%- 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

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                              Salesforce Contact Center Accredited Professional Sample Questions (Q140-Q145):

                              NEW QUESTION # 140
                              While the stakeholders might not be familiar with the term " Continuous Integration, " outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily convince them of its value for the Contact Center project. Here are some specific points to highlight Ursa Major Solar wants a consultant to design a solution that will blow its customers take detailed questions about a product ' s functionality. The customer should be able subject-matter experts and interact with IT support through available channels in real time.
                              Which feature should the consultant use to accomplish this?

                              Answer: A

                              Explanation:
                              Reference: https://help.salesforce.com/s/articleView?id=sf.networks_overview.htm


                              NEW QUESTION # 141
                              You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?

                              Answer: A

                              Explanation:
                              Reference: Salesforce Einstein Bots


                              NEW QUESTION # 142
                              The customer needs advanced customization for specific workflows. Which option provides flexibility?

                              Answer: D

                              Explanation:
                              Salesforce Flow provides the flexibility needed for advanced customization of specific workflows within the Salesforce environment. It allows admins and developers to automate complex business processes and create rich, guided user experiences. The tool offers a drag-and-drop interface to design customized workflows, which can handle various actions like data collection, records updates, and complex logic without the need for custom code.


                              NEW QUESTION # 143
                              The customer requires advanced customization for specific workflows. What is the best approach?

                              Answer: A

                              Explanation:
                              Reference: Salesforce Developers on Apex


                              NEW QUESTION # 144
                              You're preparing data migration for knowledge base articles with associated attachments. Which step helps ensure file compatibility and accessibility within the new platform?

                              Answer: B

                              Explanation:
                              Reference: Salesforce Knowledge Management


                              NEW QUESTION # 145
                              ......

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