Motivation behind this
Salesforce has come up Contact Center AP certification and it is available from Partner Learning Camp (PLC). As part of Salesforce Days program, completion of contact center courses helped me to procure free certification voucher. Since, I have worked Service Cloud extensively which helped to appear for this exam and helped me to pass on first attempt.
Sharing my tips to prepare and pass this certification for trailblazers.
Exam Outline
Content: 60 questions (1 out of 3 is correct answer)
Time allotted to complete the exam: 75 minutes
Passing score: 66%
Registration fee: USD 150 plus applicable taxes as required per local law
Delivery options: Proctored exam delivered in an online environment that can be accessed
through Partner Learning Camp (PLC)
References: No hard-copy or online materials may be referenced during the exam
Prerequisite: None
Topics
Preparation
Follow this guided path and respective courses from PLC.
- Contact Center Technical Learning Journey
- Contact Center curriculum in PLC
- Contact Center Presentation Slides
- Contact Center Partner Pocket Guide
- Contact Center Pre-work for Messaging
- Contact Center Workbook
Contact Center Capabilities
Below are the courses designed to know Contact Center Capabilities.
- Contact Center Curriculum
- Enhance Customer Service Satisfaction with Digital Engagement
- Enhance Customer Service Satisfaction with Voice
- Get to Know Self-Service
Exam Structure
For each question there are only 3 options and only one option to choose. As there are no multi-choice answers, so it will be less confusing on choosing the answers.
Few Important points to cover for exam
Though this certification doesn't have any pre-requisite but if any one clears Service Cloud certification, then it will be easy for them to pass. If we understand following concepts it will be easy to pass the exam.
Contact Center
Why Contact center?
- Connect every channel on one platform - with the help of Service Cloud Voice, Digital engagement, BYO-channel
- Resolve every issue faster and smarter - with the help of Einstein GPT, Data Cloud
- Scale with Automation and AI - with the help of Bots, Automation, Omni Routing, Einstein GPT
Shifting to a Scale
There are at-least 5 questions from this diagram and concepts.
Feedback Management
Shift Scheduling
Digital Engagement & Einstein Bots
- Connect channels for continuous engagement
- Reduce costs with intelligent automation
- Deploy fast, scale efficiently
Omni Channel Routing
Below slide is very important, at-least 4-5 questions in exam.
Why Einstein Bots?
Why Service Cloud Voice?
- Get Started Fast with Agile Cloud Telephony
- Resolve Calls Faster with Automation & AI
- Manage your Teams More Efficiently
- Build Relationships with Every Phone Conversation
There are significant number of questions on SCV.
Self Service
Deflect cases and reduce cost with self-service
- Scale with AI and automation - with help of Flow, Service Catalog, Next Best Action, Knowledge, Search
- Personalize every interaction - with help of Customer 360, Data Cloud
- Create Connected support experience - Einstein Bots, Community, Help Center, Authenticated Portal, Mobile
Few more points to be covered:
- 15 KPIs every Salesforce Call Center Manager should track in Service Cloud - pay attention to Fast Call Resolution, NPS
- Job descriptions of Call center manager, IT project manager, VP of IT, Project sponsor
- Salesforce reports and dashboards along with suitable AppExchange product to be leveraged
- Configuring Bot on Experience Cloud, Pre-chat form and what information to be passed
- Salesforce Data Import - Use of Data Loader, Import Wizard
- Service Level Agreement
- UX Personas in Salesforce
- Email-to-case configurations and use cases to solve
- Web-to-case configuration and use cases to solve
- Use cases on when to use Long code and Short code
- Testing and deployment of WhatsApp channel
- RecordTriggerFlow related use cases
- Given an incident use case, how to notify customer
- Configuring escalation rules
- Configuring Business Hours
- Advantages of using CI/CD
That's all I can remember and thanks for reading!
