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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Topic	Details
Topic 1	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
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	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.
Topic 4	Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.

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Salesforce Contact Center Accredited Professional Sample Questions (Q127-Q132):

NEW QUESTION # 127
The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?

A. Customer Effort Score (CES)
B. Case Volume Deflection Rate
C. Web Chat Engagement Rate
D. Number of Knowledge Base Articles Viewed

Answer: B

Explanation:
The Case Volume Deflection Rate is the key performance indicator that would effectively measure the success of increasing online self-service adoption. This KPI calculates the percentage of potential cases that are deflected through self-service channels such as FAQs, knowledge base articles, and automated chatbots, indicating how well these tools are serving customers ' needs without requiring direct agent involvement. It is an effective measure of self-service adoption and efficiency.
References: https://help.salesforce.com/articleView?id=sf.service_channel_analytics.htm

NEW QUESTION # 128
The consultant should recommend the company utilize Flow Settings in
Email-to-Case to meet their requirements.
A customer service manager wants to implement a process where a case
gets reassigned to a higher support tier if it is not resolved within a given service-level agreement (SLA) timeline.
Which solution should a consultant propose to set this process up?

A. Create an Escalation Rule Entry and configure it so that cases get anescalated status of the case is still open after passing SLA times.
B. The consultant should propose creating an Escalation Rule Entry to set up
C. Create a Quick Action for escalating a case and set up ConditionalVisibility Rude to show the Quick Action after a case has passed SLA timesCreate a record-triggered flow that gives cases an escalated status if it isstill open a pa A times.

Answer: B

Explanation:
Reference: Salesforce Escalation Rules

NEW QUESTION # 129
The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?

A. Delay the release to ensure complete resolution of technical issues before deployment.
B. Ignore the technical issues and hope they resolve themselves after release.
C. Proceed with the release despite technical issues, as per the planned schedule.
D. Communicate the issues transparently to stakeholders and implement a rollback plan if necessary.

Answer: D

Explanation:
In the event of unforeseen technical issues during a release, the most appropriate response is to communicate transparently with stakeholders about the issues and to have a rollback plan ready if necessary. This approach ensures that all parties are informed and prepared to revert to the previous stable version if the new release proves to be unstable or problematic, maintaining trust and system reliability.
References: https://help.salesforce.com/articleView?id=sf.release_manage_best_practices.htm

NEW QUESTION # 130
The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?

A. Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.
B. Configure case fields to capture customer tier and contract details for manual prioritization.
C. Develop custom formulas to calculate customer loyalty and contract value score.
D. Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.

Answer: D

Explanation:
Reference: Salesforce Automation for Case Escalation

NEW QUESTION # 131
To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter's limitations:
A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.
Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

A. Average Resolution Time
B. Average Handle Time
C. Average Cases per Agent

Answer: B

Explanation:
To reduce the cost per case in the contact center, the consultant should focus on improving the Average Handle Time (AHT). AHT measures the average duration of contact with a customer, including talk time, hold time, and the time spent on related tasks after the call. By reducing AHT, an organization can handle more cases without additional resources, effectively decreasing the cost per case. Reducing AHT can be achieved through better training, more efficient tools, and workflow optimization, directly impacting the cost efficiency of the contact center operations.
Reference: https://help.salesforce.com/

NEW QUESTION # 132
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