MarkWilliams21
USA
1 Posts |
Posted - Aug 20 2024 : 07:19:32
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To pass the Salesforce Contact Center Exam, focus on the following key areas:
Contact Center Overview: Understand the components of a Salesforce-powered contact center, including Service Cloud, Omni-Channel, and the benefits of using Salesforce in contact center operations.
Case Management: Know how to manage cases effectively using features like Case Assignment Rules, Escalation Rules [https://www.janbasktraining.com/blog/what-is-escalation-rules-salesforce/], and Entitlements.
Omni-Channel: Be familiar with Omni-Channel routing, configuring work distribution, and managing agent workload.
Service Console: Learn how to customize and optimize the Service Console for agents, including workspace management, macros, and quick actions.
Knowledge Management: Understand how to create, manage, and use knowledge articles within Salesforce to support agents and customers.
CTI Integration: Get a grasp on Computer Telephony Integration (CTI) for handling phone calls, configuring softphones, and integrating with third-party telephony systems.
Reporting & Analytics: Be comfortable with creating and interpreting reports and dashboards related to contact center performance.
Service Cloud Voice: Familiarize yourself with Service Cloud Voice features, including voice integration with Salesforce and the benefits of using it in a contact center.
Service Level Agreements (SLAs): Understand SLAs and how to track and manage them within Salesforce.
Customer Satisfaction (CSAT): Know the tools and techniques for measuring and improving CSAT using Salesforce.
Review study guides, take practice exams, and focus on hands-on experience to solidify your understanding. |
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