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Thursday, December 28, 2023

Tips for passing Salesforce Contact Center Accredited Professional Certification

 

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


Content60 questions (1 out of 3 is correct answer)
Time allotted to complete the exam: 75 minutes
Passing score66%
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 Capabilities


Below are the courses designed to know Contact Center Capabilities.

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




There are around 4-5 questions on above topic

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!

Further Reading for other certifications


Sunday, December 17, 2023

Trailblazer Community Event: Kolkata Trailblazers Yearend Connect 2023

 

Motivation behind this

 
2 Trailblazers community groups have successfully organized in-person event on 16th December,2023 and it has a great time meeting with Kolkata Trailblazers. Being group leader I would convey my thanks to all of them.

Organizers:


Venue:

Webel IT Park Tower 1, BN4 , Salt Lake Sector V, Kolkata 700091




Sessions:


1) Sales & Service GPT (with hands-on demo)


Speaker: Santanu Boral & Arunangshu Pal

This session covers:
  • Einstein Trust Layer
  • Sales GPT Features like Sales Emails
  • Service GPT features like Work Summaries, Service Replies
  • Configuring and initiating conversation from Einstein Bot
  • How grounding is configured and works with Case and Knowledge


2) Useful features from Salesforce new releases


Speaker: Santanu Pal

This session covers:
  • Dynamic Component Instantiation
  • Dynamic Form
  • DataWeave
  • Lightning Record Picker
  • Mass Actions in Related Lists
  • Salesforce on AWS
  • Data Cloud
  • And his favourite topic - Prompt Engineering demo using ChatGPT


Glimpse of Event



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