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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

SectionWeightObjectives
Discovery20%- 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
          - Success metrics
          • 1. Define KPIs and success measurements
            Deploy10%- Deployment planning
            • 1. Identify deployment strategy for Contact Center solutions
              - Validation
              • 1. Validate deployment against requirements
                - Cutover and migration
                • 1. Prepare system for data migration
                  • 2. Define channel-specific cutover 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 (Q143-Q148):

                              NEW QUESTION # 143
                              Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
                              How should an administrator provision the phone number to support this
                              functionality?

                              Answer: B

                              Explanation:
                              For notifying customers with automated outbound SMS messages, provisioning a phone number well in advance is essential. A long code phone number, which is typically a regular 10-digit phone number, is suitable for such notifications and generally requires at least 2 weeks to provision. This allows sufficient time for setup and testing before going live. Therefore, "C. Provision a long code phone number at least 2 weeks before golive" is the correct step for supporting this functionality effectively.
                              Reference: Salesforce SMS Implementation Guide


                              NEW QUESTION # 144
                              The customer requests integrations with existing CRM and marketing automation systems. Which approach promotes data integrity and maintainability?

                              Answer: B

                              Explanation:
                              Salesforce provides various pre-built connectors and APIs that enable seamless integration with external CRM and marketing automation systems. Using these connectors and APIs ensures data integrity and maintainability by facilitating standardized data exchange and reducing the need for custom code, which can become cumbersome and error-prone. Thus, option "B. Utilize pre-built Salesforce connectors and APIs for seamless data exchange with external systems" is the best approach for integrating systems while maintaining data integrity and ease of maintenance.
                              Reference: Salesforce Documentation on Integration


                              NEW QUESTION # 145
                              You're deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?

                              Answer: D

                              Explanation:
                              Optimizing customer experience with a new web chat widget involves several strategic actions:A. Defining precise triggers based on visitor behavior ensures proactive engagements are timely and relevant.B.
                              Configuring clear opt-out options respects customer preferences and minimizes intrusion.C. Providing agents with customer context and browsing history enhances the ability to offer personalized assistance.
                              Implementing these requirements collectively ensures a positive and non-intrusive chat experience, fostering customer satisfaction and engagement.
                              References: https://help.salesforce.com/articleView?id=sf.snapins_chat_overview.htm


                              NEW QUESTION # 146
                              The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this?

                              Answer: D

                              Explanation:
                              Salesforce ' s Reports & Dashboards tool is specifically designed to provide detailed analytics on various operational metrics, including agent performance and customer satisfaction. This tool allows organizations to create customized reports and dashboards that visualize data effectively, helping managers monitor and analyze performance trends and make informed decisions based on real-time data.
                              References: https://help.salesforce.com/articleView?id=reports_dashboards_overview.htm


                              NEW QUESTION # 147
                              Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?

                              Answer: B

                              Explanation:
                              Flow Builder is best suited for designing and configuring IVR (Interactive Voice Response) systems due to its visual drag-and-drop interface. This tool allows for easy creation of complex IVR menus and routing options based on caller selections, facilitating effective call deflection and ensuring callers can resolve their inquiries without needing direct agent interaction.
                              References: https://help.salesforce.com/articleView?id=sf.flow_builder.htm


                              NEW QUESTION # 148
                              ......

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