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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Topic	Details
Topic 1	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 2	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
Topic 3	Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.
Topic 4	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.

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Salesforce Contact Center Accredited Professional Sample Questions (Q116-Q121):

NEW QUESTION # 116
The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?

A. Create a flow that references the custom object.
B. The consultant should accomplish the linking of voice calls to primaryorders by creating a custom lookup field on the Voice Call object to thecustom object.
C. Create a junction object between the custom object and Voice Call Createa custom lookup field on the Voice Call object to the custom object

Answer: B

Explanation:
Reference: Salesforce Custom Objects and Fields

NEW QUESTION # 117
Your design includes email auto-replies for initial case acknowledgements. Which tool facilitates automated responses?

A. Entitlement Email Templates configured with automatic responses based on service level agreements.
B. Einstein Bots configured to send auto-replies and collect initial information from customers via email.
C. Process Builder sequences defining auto-reply steps and dynamic content insertion.
D. Workflow Rules with email action steps triggered by case creation events.

Answer: D

Explanation:
Reference: Salesforce Workflow and Approvals

NEW QUESTION # 118
Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

A. Number of chat sessions handled by agents.
B. Total chat session duration divided by the number of sessions.
C. All of the above, depending on the desired AHT calculation scope and inclusivity.
D. Time spent by agents actively engaged in chat sessions.

Answer: C

Explanation:
Reference: Salesforce Metrics and Performance Measurement

NEW QUESTION # 119
The correct answer is Provision a long code phone number at least 2weeks before go-live.
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS ' s junior agents to handle only two chat requests at a time?

A. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.
B. The correct answer is Create and assign a new Presence Configuration.
C. Create and assign a new Presence Status

Answer: A

Explanation:
Reference: Salesforce Omni-Channel Settings

NEW QUESTION # 120
You're preparing data migration for knowledge base articles with associated attachments. Which step helps ensure file compatibility and accessibility within the new platform?

A. All of the above, contributing to seamless access and usability of knowledge base articles with corresponding attachments in the new system.
B. Converting attachments to formats compatible with the new knowledge base system before the migration process.
C. Configuring the new platform to recognize and handle different file formats associated with migrated knowledge base articles.
D. Testing access and download functionality for attached files within the new platform after the migration is complete.

Answer: A

Explanation:
Reference: Salesforce Knowledge Management

NEW QUESTION # 121
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