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Contact Center Accredited Professional Exam Guide

Contents

About the Contact Center Accredited Professional Exam
Audience Description: Contact Center Accredited Professional
Purpose of this Exam Guide
About the Exam
Exam Outline
Recommended Training and Resources
Salesforce Certification Candidate Code of Conduct
Maintaining Your Salesforce Certification

 

About the Contact Center Accredited Professional Exam

The Contact Center Accredited Professional is designed for individuals who discover, design, plan, and deliver product value to customers with Contact Center. This exam is for those who want to demonstrate their skills and knowledge to design and implement Contact Center solutions that meet customer business requirements, are based on best practices, and contribute to long-term customer success; taking full advantage of the added value Omni Routing, Integrated Voice, Digital Channels, and Self-Service deliver on top of core functionalities.

 

Audience Description: Contact Center Accredited Professional

Accredited Professional exams are intended for Salesforce Partners with access to the Partner Learning Camp training and Partner Community.

The Contact Center professional generally has 2-3 years of consulting experience as well as experience designing and deploying solutions that support customer business processes and requirements using Salesforce applications. The Contact Center professional has experience designing solutions using Service Cloud, Omni Routing, Integrated Voice, Digital Channels, and Self-Service functionalities, including the knowledge needed to implement appropriate solutions for customer scenarios, and can lead the implementation of these solutions within a customer organization. Contact Center professionals are interested in demonstrating their expertise in cloud computing implementations, with a specialty in understanding and implementing Contact Center applications/solutions, and have developed the skills outlined below.

  • Experience contributing to or managing implementation projects
  • Strong analytical and problem-solving skills
  • Deep knowledge of the customer service sector and Salesforce Contact Center solution
  • Solid understanding of data management and database concepts
  • Familiarity with the software development lifecycle
  • Ability to design and implement successful solutions
  • Ability to design and configure following Salesforce best practices
  • Ability to meet and manage customer expectations
  • Ability to consistently deliver effective business solutions
  • Ability to manage solution delivery and any issues that arise
  • Ability to build solutions that are scalable and maintainable
  • Ability to troubleshoot and resolve issues
  • Ability to prioritize and escalate customer issues
  • Ability to translate the functional needs into a technical solution that applies to Contact Center

 

Purpose of This Exam Guide

This exam guide is designed to help you prepare for the Contact Center Accredited Professional Exam. This guide provides information about the target audience, the recommended training and documentation, and a complete list of exam objectives. Salesforce highly recommends a combination of on-the-job experience and self-study to maximize your chances of passing the exam.

 

 

About the Exam

Here are the details about the Contact Center Accredited Professional Exam.

  • Content: 60 multiple-choice/multiple-select questions
  • Time allotted to complete the exam: 75 minutes
  • Passing score: 66%
  • Version: Exam questions align to the Summer '24 release
  • Registration fee: US$150, JPY 20,000, plus applicable taxes as required per local law
  • Retake fee: US$150, JPY 20,000, plus applicable taxes as required per local law
  • Delivery options: Proctored exam delivered onsite at a testing center or in an online environment; find more information on scheduling an exam here. 
  • References: No hard-copy or online materials may be referenced during the exam.
  • Prerequisite: None

This exam may contain up to five additional unscored questions to gather performance data. Unscored questions are randomly integrated and have no impact on your final exam result.

 

Exam Outline

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

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).

 

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.

 

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.

 

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.

 

Recommended Training and Resources

As preparation for this exam, we recommend a combination of hands-on experience, training course completion, Trailhead Trails, and self-study in the areas listed in the Exam Outline section of this exam guide. 

The self-study materials recommended for this exam include:

To review online documentation, tip sheets, and user guides, search for the topics listed in the Exam Outline section of this guide on Salesforce Help and study the information related to those topics. 

 

Salesforce Certification Candidate Code of Conduct

At Salesforce, Trust is our #1 value. Protecting the security of Salesforce Certifications is up to all of us. As a participant in the Salesforce Certification Program, you’re required to review and accept the terms of the Salesforce Certification Program Agreement and Code of Conduct at the beginning of each exam.

 

Maintaining Your Salesforce Certification

There's no required maintenance for the Contact Center Accredited Professional certification at this time. Continued learning is encouraged through the Trailblazer Community, Trailhead, and Trailhead Academy.

Bookmark these useful resources for maintaining your certifications.

 
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