The Salesforce Contact Center Accredited Professional exam preparation guide is designed to provide candidates with necessary information about the Contact Center Accredited Professional exam. It includes exam summary, sample questions, practice test, objectives and ways to interpret the exam objectives to enable candidates to assess the types of questions-answers that may be asked during the Salesforce Contact Center Accredited Professional exam.
It is recommended for all the candidates to refer the Contact Center Accredited Professional objectives and sample questions provided in this preparation guide. The Salesforce Contact Center Accredited Professional certification is mainly targeted to the candidates who want to build their career in Salesforce Accredited Professional domain and demonstrate their expertise. We suggest you to use practice exam listed in this cert guide to get used to with exam environment and identify the knowledge areas where you need more work prior to taking the actual Salesforce Contact Center Accredited Professional exam.
Salesforce Contact Center Accredited Professional Exam Summary:
|
Exam Name
|
Salesforce Contact Center Accredited Professional |
| Exam Code | Contact Center Accredited Professional |
| Exam Price |
Registration fee:150 USD Retake fee: 150 USD |
| Duration | 75 minutes |
| Number of Questions | 60 |
| Passing Score | 66% |
| Recommended Training / Books |
Contact Center |
| Schedule Exam | Kryterion Webassessor |
| Sample Questions | Salesforce Contact Center Accredited Professional Sample Questions |
| Recommended Practice | Salesforce Contact Center Accredited Professional Practice Test |
Salesforce Contact Center Accredited Professional Syllabus:
| Section | Objectives | Weight |
|---|---|---|
| Discovery |
- 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).
|
20% |
| Design |
- 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.
|
29% |
| Implement |
- 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.
|
41% |
| Deploy |
- 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.
|
10% |