Marvelous Salesforce-Contact-Center Latest Test Guide & Leader in Qualification Exams & 100% Pass-Rate Salesforce-Contact-Center: Salesforce Contact Center Accredited Professional

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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Topic	Details
Topic 1	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 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	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 (Q20-Q25):

NEW QUESTION # 20
You need to migrate complex workflows from your legacy system. Which tool facilitates this?

A. Flow Builder with visual development environment for building complex automation and logic flows.
B. Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
C. Apex code development for custom scripting and advanced workflow logic implementation.
D. All of the above, depending on the complexity and specific functionalities of the migrating workflows.

Answer: D

Explanation:
Depending on the complexity and requirements of the legacy workflows, you can utilize Process Builder for simple automation, Flow Builder for more intricate logic and integrations, or Apex code for custom scripting of advanced functionalities. Choose the tool that best suits the specific workflow you're migrating.

NEW QUESTION # 21
The company aims to reduce operational costs. Which KPI is most relevant to track their progress?

A. Customer Acquisition Cost (CAC)
B. Average Cost per Case (CPAC)
C. Agent Resolution Rate
D. Employee Turnover Rate

Answer: B

Explanation:
The Average Cost per Case (CPAC) is the most relevant KPI for tracking progress in reducing operational costs within a contact center. This metric provides a clear measurement of the cost associated with resolving each customer case, taking into account all resources utilized in the process. Monitoring and optimizing CPAC can help a company identify areas where efficiencies can be improved, thus directly contributing to the reduction of operational costs.

NEW QUESTION # 22
The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?

A. Implement multi-factor authentication (MFA) for secure agent logins and access.
B. Configure field-level security to restrict access to sensitive data based on user roles.
C. Encrypt customer data at rest and in transit to protect against unauthorized access.
D. Regularly conduct security audits and vulnerability assessments to identify potential risks.

Answer: B

Explanation:
Field-Level Security (FLS) is a fundamental security feature in Salesforce that allows administrators to control access to specific fields based on user roles. This feature is crucial for ensuring that sensitive customer data is only accessible by authorized personnel, thereby providing a targeted approach to data security and compliance. "B. Configure field-level security to restrict access to sensitive data based on user roles" is therefore the most important security requirement for managing access to sensitive information effectively.
Reference: Salesforce Field-Level Security

NEW QUESTION # 23
You need to validate web form functionality. Which method provides the most direct test?

A. Manually submitting test data through the web form and verifying case creation in Salesforce.
B. Reviewing form configuration settings and field mappings within Salesforce.
C. All of the above, offering complementary perspectives on web form functionality and potential challenges.
D. Monitoring web server logs for form access and error messages to identify technical issues.

Answer: C

Explanation:
Validating web form functionality comprehensively requires multiple testing strategies. Reviewing form configuration and field mappings ensures that all settings are correctly specified. Manually submitting test data through the form to verify integration and data flow into Salesforce is crucial for real-world testing. Monitoring web server logs helps identify any access issues or technical errors. Thus, "D. All of the above, offering complementary perspectives on web form functionality and potential challenges" provides a thorough method for ensuring that web forms are functional and effectively integrated.
Reference: Salesforce Web-to-Lead Forms

NEW QUESTION # 24
The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?

A. Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment
B. Business Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow
C. Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form

Answer: A

Explanation:
To enhance the customer experience for Messaging for Web, several configurations are needed:
Business Hours: Must be active to inform customers about service availability during specific hours.
Omni-Channel Queue or Flow: Required for managing and routing customer interactions.
Estimated Wait Time: Should be activated to display expected wait times to customers, helping manage their expectations.
Business Hours added to the Embedded Deployment: Ensures that the chat functionality reflects the correct availability times and conditions outside business hours.
This combination of settings ensures that customers receive accurate information about wait times and service availability, enhancing transparency and customer satisfaction.
Reference: Salesforce Omni-Channel Management

NEW QUESTION # 25
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Marvelous Salesforce-Contact-Center Latest Test Guide & Leader in Qualification Exams & 100% Pass-Rate Salesforce-Contact-Center: Salesforce Contact Center Accredited Professional

Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Salesforce-Contact-Center Useful Dumps, Salesforce-Contact-Center Examcollection Dumps

Salesforce Contact Center Accredited Professional Sample Questions (Q20-Q25):

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