Salesforce Salesforce-Contact-Center Practice Test Questions Answers
Exam Code: Salesforce-Contact-Center
(Updated 205 Q&As with Explanation)
Exam Name: Salesforce Contact Center Accredited Professional Exam
Last Update: 15-Jan-2025
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Salesforce-Contact-Center Overview
Salesforce-Contact-Center Exam Overviews
| Aspect | Details |
|---|---|
| Exam Name | Salesforce Contact Center – Accredited Professional Certification |
| Certification | Salesforce Contact Center – Accredited Professional |
| Duration | 90 minutes |
| Number of Questions | 60 multiple-choice questions |
| Exam Format | Multiple-choice questions |
| Passing Score | 65% or higher |
| Language | English |
| Exam Mode | Online Proctored or In-Person Proctored |
| Prerequisites | 1. Basic understanding of Salesforce ecosystem 2. Experience with Salesforce Service Cloud and contact center solutions |
| Topics Covered | 1. Contact Center Overview 2. Configuring Salesforce Contact Center 3. Integrating Communication Channels 4. Managing and Optimizing Contact Center Operations 5. Using AI and Automation in Contact Centers |
| Preparation Resources | 1. Salesforce Documentation 2. Salesforce Trailhead modules 3. Practice exams and sample questions |
| Recommended Experience | Hands-on experience with Salesforce Service Cloud and Contact Center features, including implementation and configuration |
| Topics Breakdown (Approx. %) | - Contact Center Overview: 10-15% - Configuring Salesforce Contact Center: 30-35% - Integrating Communication Channels: 25-30% - Managing and Optimizing Contact Center Operations: 15-20% - Using AI and Automation: 10-15% |
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Salesforce Salesforce-Contact-Center Exam Topics Breakdown
| Exam Section | Topics Covered | Approx. Percentage |
|---|---|---|
| 1. Contact Center Overview | - Overview of Salesforce Contact Center capabilities - Key features of contact center solutions |
10-15% |
| 2. Configuring Salesforce Contact Center | - Setting up and configuring Salesforce Contact Center - Defining contact center processes and workflows - Customizing agent desktop and UI |
30-35% |
| 3. Integrating Communication Channels | - Integrating voice, chat, email, and social media channels - Multi-channel routing and management - Configuring omnichannel support |
25-30% |
| 4. Managing and Optimizing Contact Center Operations | - Managing agents and queues - Monitoring performance and KPIs - Improving agent productivity and customer satisfaction |
15-20% |
| 5. Using AI and Automation in Contact Centers | - Implementing AI-powered chatbots and virtual assistants - Using automation for routing and case management - Leveraging AI for predictive analytics |
10-15% |
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