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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

SectionWeightObjectives
Deploy10%- Cutover and migration
  • 1. Define channel-specific cutover requirements
    • 2. Prepare system for data migration
      - Deployment planning
      • 1. Identify deployment strategy for Contact Center solutions
        - Validation
        • 1. Validate deployment against requirements
          Discovery20%- Stakeholder & persona identification
          • 1. Conduct interviews to define personas and stakeholders
            • 2. Identify customer use case requirements
              - Success metrics
              • 1. Define KPIs and success measurements
                - Requirements analysis
                • 1. Define channel and routing requirements
                  • 2. Map business processes to use cases
                    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 (Q98-Q103):

                              NEW QUESTION # 98
                              While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:
                              A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.

                              Answer: B

                              Explanation:
                              For Ursa Major Solar, after hiring many new agents to handle increased call volumes, the most effective strategy is to build an Omni-Channel routing flow and include all senior agents in the direct-to-agent routing protocol. This approach ensures that experienced agents are prioritized for more complex calls, helping to maintain high quality of service during peak periods. Omni-Channel routing efficiently distributes incoming calls based on agent expertise, availability, and workload, which helps to manage the increased volume without compromising service quality.


                              NEW QUESTION # 99
                              A project sponsor has informed a consultant that customer satisfaction is their top..
                              Which Contact Center metric should the consultant prioritize improving?

                              Answer: B

                              Explanation:
                              Prioritizing First Call Resolution (FCR) is essential when customer satisfaction is the top priority, as FCR directly impacts customer experience by resolving their concerns or queries in the initial interaction.
                              Improving FCR can significantly enhance customer satisfaction because it reduces the need for follow-up calls, thus saving time and improving the overall customer experience.
                              Reference: Salesforce Service Cloud Metrics


                              NEW QUESTION # 100
                              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.


                              NEW QUESTION # 101
                              You're migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?

                              Answer: C

                              Explanation:
                              When migrating historical call recordings, secure and scalable storage options are crucial. External cloud storage solutions, integrated with Salesforce, provide the best option for handling large volumes of data such as call recordings. These solutions offer scalability, security, and easy accessibility, which are necessary for effective data management within Salesforce environments. Thus, "B. External cloud storage with Salesforce integration" is the most suitable storage option for this purpose.
                              Reference: Salesforce Files and Content Management


                              NEW QUESTION # 102
                              Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?

                              Answer: B

                              Explanation:
                              Reference: Salesforce Documentation on Case Assignment and Escalation


                              NEW QUESTION # 103
                              ......

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