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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Section	Weight	Objectives
Discovery	20%	- Identify business objectives and success metrics - Define personas and stakeholders - Gather and document requirements
Design	29%	- Design for Omni-Channel routing and engagement - Design self-service and knowledge management strategies - Design integrated voice and digital channel solutions - Design scalable Contact Center solutions
Operate and Optimize	10%	- Monitor and maintain Contact Center operations - Apply best practices for ongoing optimization - Analyze performance and identify improvement opportunities
Deploy	15%	- Validate solution functionality and performance - Plan deployment and cutover activities - Document configurations and processes
Implement	26%	- Set up and verify email and voice services - Configure core Contact Center features - Configure Omni-Channel and routing rules - Implement knowledge base and self-service portals

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Salesforce Contact Center Accredited Professional test dumps & exam questions for Salesforce Salesforce-Contact-Center

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Salesforce Contact Center Accredited Professional Sample Questions (Q56-Q61):

NEW QUESTION # 56
Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?

A. Reporting tools showing trends and patterns in case data entry and field values.
B. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.
C. Data Quality Rules automatically highlighting inconsistencies and missing information in case fields.
D. Case History related list displaying all updates and changes made to a specific case record.

Answer: B

Explanation:
Assessing data capture accuracy in case management involves various tools within Salesforce. The Case History related list provides a detailed log of all changes made to case records, offering an audit trail. Reporting tools can analyze trends and patterns in case management, helping to identify any recurrent data entry errors or peculiarities. Data Quality Rules automatically check for inconsistencies or missing information in case fields. Thus, "D. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues" ensures a comprehensive evaluation of data accuracy in case management.
Reference: Salesforce Data Quality Tools

NEW QUESTION # 57
Your migration plan includes transferring agent performance dat
a. Which Salesforce object best accommodates this data?

A. Contact records for individual customer contacts.
B. Custom objects specifically designed for tracking agent performance metrics.
C. User records for your contact center agents.
D. Account records representing your customer organizations.

Answer: B

Explanation:
To accommodate agent performance data within Salesforce, creating custom objects specifically designed to track such metrics is the most suitable approach. Custom objects allow for the flexible design of data structures that can specifically cater to the unique requirements of tracking agent performance, such as productivity, customer feedback scores, and other relevant KPIs. This flexibility ensures that all pertinent data can be captured and analyzed effectively within Salesforce.

NEW QUESTION # 58
Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data What does a consultant need to keep in mind while using data loader?

A. Only Apex triggers are executed
B. Automated processes are not executed
C. Automated processes are executed by default

Answer: B

Explanation:
Reference: Salesforce Data Loader Guide

NEW QUESTION # 59
The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?

A. Number of Overdue Cases
B. SLA Adherence Rate
C. Average Time to Answer (ATA)
D. Case Backlog Volume

Answer: B

Explanation:
The SLA Adherence Rate is crucial for monitoring adherence to service level agreements (SLAs). This KPI measures the percentage of cases or inquiries resolved within the timeframes stipulated in the SLAs, providing a direct indicator of the contact center ' s compliance with agreed service standards. High SLA adherence rates indicate effective management and operational efficiency, essential for maintaining customer satisfaction and trust.
References: https://help.salesforce.com/articleView?id=custom_reports_dashboards.htm

NEW QUESTION # 60
Ursa Major Solar has recently completed testing of its upgrade to
Enhanced Digital Engagement channels. A consultant needs to now move
the WhatsApp number on the testing sandbox to production.
How should the consultant accomplish this?

A. Enter the existing number when creating the channel in production
B. Request a new number for the production org
C. Log a case with Salesforce Customer Support

Answer: C

Explanation:
Reference: Salesforce Digital Engagement Guide

NEW QUESTION # 61
......

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