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Salesforce Contact Center Accredited Professional Exam Overview

The Contact Center Accreditation is designed for those who have the knowledge and experience needed to identify, design, strategize, and provide substantial value to customers through the Contact Center. The target individuals have demonstrated their proficiency in managing and setting up Salesforce's key applications, such as Service Cloud, Omni Routing, Integrated Voice, Digital Channels, and Self-Service. The candidates can effectively create and apply Contact Center solutions that fulfill the business needs of customers, adhere to industry’s best practices, and enhance long-term customer success. They can fully leverage the additional benefits offered by Omni Routing, Integrated Voice, Digital Channels, and Self-Service on top of the core functionalities.

Exam Information

Content: 60 multiple-choice/multiple-select questions
Time allotted to complete the exam: 75 minutes
Passing score: 66%
Registration fee: USD 150 plus applicable taxes as required per local law
Delivery options: Proctored exam delivered in an online environment that can be accessed through Partner Learning Camp (PLC)
References: No hard-copy or online materials may be referenced during the exam
Prerequisite: None

Exam Knowledge Content

The Contact Center Accredited Professional Exam measures a candidate's knowledge and skills related to the following topics.

Section 1: Discovery      20%

Given a customer use case, conduct interviews to define personas and stakeholders.
Given finalized use cases, determine which features, capabilities, and third-party systems are needed to map those use cases.
Given use cases, determine the requirements to support channel, routing logic, and business processes.
Given company strategy or business goals, identify and prioritize measurements for success (key performance indicators or KPIs).

Section 2: Design       29%

Given documented specifications, map the Contact Center functionalities to the requirements.
Given business requirements, design solutions for Contact Center for scale and maintainability with standard data models in mind.
Given business requirements, identify applicable Contact Center capabilities that apply best practices and standard functionality.
Given Contact Center personas, determine how they will use future functionality.
Given company KPIs, determine how to measure the metrics for the Contact Center program.
Given the scope and timeline, design the implementation and release management plan.

Section 3: Implement    41%

Given the complete design, configure the basic Contact Center functionality and features.
Given the complete design, configure and validate email functionality.
Given a scenario, configure and validate voice functionality.
Given a list of requirements, configure and validate self-service functionality.
Given a scenario, configure and validate Omni-Channel functionality.
Given a list of requirements, configure and validate bots functionality
Given a finalized design, configure and validate messaging channels functionality.
Given a scenario, configure and validate case management functionality.
Given an existing system, determine the data migration strategy.
Given a complete design, configure and validate Contact Center business processes.
Given KPI requirements, configure and validate Contact Center metrics

Section 4: Deploy    10%

Given a scenario, identify the appropriate deployment process related to Contact Center.
Given the feature configurations, document channel-specific cut-over requirements.
Given a list of project requirements, validate that a deployment meets those requirements.
Given a collection of data to migrate, prepare the system for the migration of data to Contact Center.

Practice Salesforce Contact Center Accredited Professional Exam Free Questions

1. You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?
A.Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
B.Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.
C.Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
D.All of the above, providing options for diverse bot functionalities and integration flexibility.
Answer: D

2. You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?
A.Exporting reports and dashboards for external access via email or file sharing platforms.
B.Salesforce Sharing Settings granting specific access levels to external users for relevant dashboards and reports.
C.Custom Apex development for building secure data sharing portals with granular access controls.
D.All of the above, depending on the security requirements, desired level of control, and complexity of data access needs.
Answer: D

3. The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?
A.Number of Closed Won Deals
B.Contact Center Conversion Rate
C.Customer Retention Rate
D.Customer Lifetime Value (CLTV)
Answer: B

4. You have identified two personas for your Contact Center: experienced agents and new hires. How can future functionality cater to both groups?
A.Develop advanced automation tools for experienced agents and basic training resources for new hires.
B.Design a flexible interface that adapts to different skill levels and learning styles.
C.Implement separate knowledge bases with content tailored to each persona‘s experience level.
D.Offer personalized dashboards with relevant metrics and performance insights for each agent.
Answer: B

5. The customer requests integrations with existing CRM and marketing automation systems. Which approach promotes data integrity and maintainability?
A.Develop custom code for each integration, creating independent data silos and complex maintenance needs.
B.Utilize pre-built Salesforce connectors and APIs for seamless data exchange with external systems.
C.Implement point-to-point integrations with each system, requiring ongoing customization and management.
D.Avoid integrations altogether and maintain separate data environments for different functionalities.
Answer: B

6. The customer requires secure access control for sensitive customer data. Which data model element contributes to data security?
A.Utilize custom fields to capture all types of customer information without access restrictions.
B.Configure field-level security to grant selective access to sensitive data based on user roles and permissions.
C.Implement third-party data encryption solutions for additional security layers.
D.Store all customer data in one field without any segregation or access control mechanisms.
Answer: B

7. Your customer wants to personalize customer interactions based on past purchase history. How can you leverage future functionality?
A.Introduce pre-built Knowledge Base articles recommending relevant products based on purchase history.
B.Integrate with the CRM system to access customer data and personalize case handling approaches.
C.Utilize AI-powered case deflection tools to suggest personalized offers and upsell opportunities.
D.Implement dynamic routing based on purchase history to connect customers with appropriate agents.
Answer: B

8. Your design includes email auto-replies for initial case acknowledgements. Which tool facilitates automated responses?
A.Workflow Rules with email action steps triggered by case creation events.
B.Process Builder sequences defining auto-reply steps and dynamic content insertion.
C.Entitlement Email Templates configured with automatic responses based on service level agreements.
D.Einstein Bots configured to send auto-replies and collect initial information from customers via email.
Answer: A

9. The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?
A.Number of Escalated Cases
B.Agent Average AHT
C.First Contact Resolution (FCR) Rate
D.Customer Effort Score (CES)
Answer: C

10. Your legacy system stores customer data in different formats. Which tool helps assess data readiness for migration?
A.Salesforce Data Loader for bulk data imports and mapping.
B.Data Quality Rules within Salesforce highlighting inconsistencies and missing information.
C.Data Migration Assistant (DMA) tool for analyzing data format and compatibility.
D.Custom Apex code scripts developed to assess and clean legacy data for migration.
Answer: C