Salesforce Contact Center Professional Exam Dumps & Questions 2024

Salesforce Contact Center Professional Exam Dumps & Questions 2024
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The Salesforce Contact Center Professional (CCP) exam is designed to validate your knowledge and skills in using Salesforce Service Cloud to deliver exceptional customer service experiences. Here’s a breakdown of the key details:
Exam Name: Salesforce Certified Contact Center Professional
Format: 60 multiple-choice and true/false questions
Duration: 75 minutes
Pass Score: 66%
Cost: $150USD
Topics Covered:
Service Cloud Fundamentals: Service Cloud concepts, case management, knowledge base, entitlement management, automation tools.
Omni-Channel Engagement: Multi-channel customer engagement, routing, escalation, reporting, chat, email, social media.
Integrated Voice: Voice channel integration, call scripting, call quality analytics, voice self-service.
Digital Service Channels: Self-service portal configuration, online communities, customer journey mapping.
Performance Management: Key performance indicators (KPIs), agent coaching and development, reporting and analytics