Salesforce Salesforce-Contact-Center Valid Exam Objectives & Reliable Salesforce-Contact-Center Test Sample

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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

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

                              >> Salesforce Salesforce-Contact-Center Valid Exam Objectives <<

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                              Salesforce Contact Center Accredited Professional Sample Questions (Q147-Q152):

                              NEW QUESTION # 147
                              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

                              Answer: A

                              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 # 148
                              Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?

                              Answer: A

                              Explanation:
                              Reference: Salesforce Documentation on Case Assignment and Escalation


                              NEW QUESTION # 149
                              You're deploying a new email channel integration for customer support. Which cut-over requirement helps maintain data accuracy and consistency?

                              Answer: A

                              Explanation:
                              Deploying a new email channel integration effectively requires comprehensive preparation:
                              A: Implementing data validation rules ensures that incoming email data like subject lines and customer information is accurate.
                              B: Configuring automated case creation and assignment based on email content helps streamline the handling process.
                              C: Testing the integration with sample messages ensures functionality across different scenarios before going live.
                              These steps together ensure data accuracy and the smooth operation of the new email channel.


                              NEW QUESTION # 150
                              You need to validate case closure accuracy and completeness. Which tool helps with this?

                              Answer: D

                              Explanation:
                              For configuring chatbots within a Contact Center, multiple platforms offer flexibility and diverse functionalities:
                              A: Einstein Bots provide AI-powered conversation capabilities with templates tailored for various customer service scenarios.
                              B: Flow Builder offers a visual interface for designing bot conversations, making it easy to customize logic and user interactions.
                              C: Dialogflow and other third-party platforms can be integrated with Salesforce, offering advanced AI and NLP capabilities for complex interactions.
                              Leveraging these platforms provides comprehensive options for creating and managing chatbots tailored to different needs and use cases within a Contact Center.


                              NEW QUESTION # 151
                              Which standard field options should a consultant recommended form for In-App Messaging?

                              Answer: A

                              Explanation:
                              For In-App Messaging, the recommended standard field options to include are First Name, Last Name, Email, and Account Number. These fields ensure that customer service agents have the essential information needed to identify and authenticate the customer, facilitating a more personalized and efficient service interaction. The Account Number is particularly crucial as it provides a direct link to the customer's specific details and transaction history within the company's systems.


                              NEW QUESTION # 152
                              ......

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