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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%- Data and migration strategy
                    • 1. Design data migration approach
                      - Solution mapping
                      • 1. Map Contact Center features to requirements
                        • 2. Design scalable solutions using standard data models
                          - Configuration and validation
                          • 1. Configure Contact Center processes
                            • 2. Validate KPIs and metrics configuration

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                              Salesforce Contact Center Accredited Professional Sample Questions (Q195-Q200):

                              NEW QUESTION # 195
                              The reason why the work that was already in the queue is not being pushed to agents is:
                              The "Apply to existing records in queue" option was not selected.
                              At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?

                              Answer: A

                              Explanation:
                              To improve the case close process at Ursa Major Solar and make solving future customer cases more efficient, a consultant should propose using Salesforce Knowledge. By storing summarized questions and answers in Salesforce Knowledge, agents can quickly access and reuse this information for similar future inquiries. This approach not only saves time but also promotes consistency in customer responses and enhances the overall quality of support.


                              NEW QUESTION # 196
                              The customer wants to measure the effectiveness of self-service options. Which metrics would be most relevant?

                              Answer: A

                              Explanation:
                              Measuring the effectiveness of self-service options effectively involves tracking multiple metrics: the number of cases deflected by self-service tools, customer satisfaction ratings after using these options, and comparing resolution times between self-service and traditional support channels. This combination of metrics provides a holistic view of how well self-service options are meeting customer needs and where improvements might be necessary to enhance efficiency and user satisfaction.


                              NEW QUESTION # 197
                              Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?

                              Answer: C

                              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 # 198
                              To comply with the " Eliminate duplicate email attachments " setting while processing PDFs in a high-volume email environment, the consultant should consider this approach:
                              Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation.
                              How should a consultant recommend UC configure this solution?

                              Answer: A

                              Explanation:
                              Universal Containers can configure their escalation process for cases outside of business hours by setting up the organization ' s default business hours and creating escalation rules that trigger based on those hours. This setup allows the system to automatically escalate cases to the appropriate team or individual when a customer issue arises after regular business hours, ensuring timely support even when the primary team is off duty.
                              References: https://help.salesforce.com/articleView?id=sf.escalation_rules_setup.htm


                              NEW QUESTION # 199
                              Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?

                              Answer: C

                              Explanation:
                              Reference: Salesforce Knowledge Base Migration


                              NEW QUESTION # 200
                              ......

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