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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

TopicDetails
Topic 1
  • 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 2
  • Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
Topic 3
  • 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 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 (Q69-Q74):

NEW QUESTION # 69
You need to validate bot security and data privacy compliance. Which tool helps with this?

Answer: B

Explanation:
Reference: Salesforce Security Resources
Top of Form


NEW QUESTION # 70
You need to migrate both active and historical customer dat
a. Which migration approach balances efficiency and minimal disruption?

Answer: C

Explanation:
A phased migration approach, where specific subsets of data (both active and historical customer data) are migrated in stages, balances efficiency and minimal disruption. This strategy allows continuous operation of both legacy and new systems during the transition phase, minimizing downtime and service interruptions. It also provides opportunities to address issues on a smaller scale before they affect the entire dataset.


NEW QUESTION # 71
The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?

Answer: C

Explanation:
Omni-Channel Routing in Salesforce provides a unified view of customer interactions across all channels by efficiently managing case routing and tracking agent availability. This feature ensures that all customer interactions, whether through email, phone, chat, or social media, are visible and manageable in a single console, thus enhancing the ability to provide consistent and informed customer service. Therefore, "A. Utilize Omni-Channel Routing to unify case routing and agent availability across channels" is the best option for achieving a single view of customer interactions across various communication platforms.
Reference: Salesforce Omni-Channel Routing


NEW QUESTION # 72
You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?

Answer: C

Explanation:
Reference: Salesforce Data Sharing and Security


NEW QUESTION # 73
Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

Answer: A

Explanation:
Reference: Salesforce Security Best Practices


NEW QUESTION # 74
......

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