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Salesforce Accredited Agentforce Communications Professional

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Salesforce Accredited Agentforce Communications Professional Study Checklist
  • Platform Administrator
  • Platform App Builder
  • Platform Foundations
  • Platform Developer
  • Platform Administrator II
  • Agentforce Sales Consultant
  • Agentforce Service Consultant
  • Platform Data Architect
  • Platform Development Lifecycle and Deployment Architect
  • Platform Identity and Access Management Architect
  • Platform Integration Architect
  • Platform Sharing and Visibility Architect
  • Heroku Architect
  • B2C Solution Architect
  • Experience Cloud Consultant
  • Agentforce Field Service and Operations Consultant
  • Agentforce Nonprofit Consultant
  • Data 360 Consultant
  • Omnistudio Consultant
  • CRM Analytics and Einstein Discovery Consultant
  • Platform User Experience Designer
  • Platform Strategy Designer
  • B2C Commerce Developer
  • JavaScript Developer
  • Omnistudio Developer
  • Platform Developer II
  • Marketing Cloud Engagement Administrator
  • Marketing Cloud Engagement Specialist
  • Marketing Cloud Engagement Consultant
  • Marketing Cloud Account Engagement Specialist
  • Marketing Cloud Next Consultant
  • Agentforce Sales Foundations
  • Business Analyst
  • Marketing Cloud Engagement Developer
  • Marketing Cloud Engagement Foundations
  • Agentforce Specialist
  • Agentforce Life Sciences Consultant
  • B2B Commerce Administrator AP
  • B2B Commerce Developer AP
  • Agentforce Communications AP
  • Agentforce Consumer Goods AP
  • Agentforce Financial Services AP
  • Agentforce Health AP
  • Agentforce Manufacturing AP
  • Public Sector Solutions AP
  • Revenue Cloud Consultant
  • MuleSoft Integration Foundations
  • MuleSoft Developer
  • MuleSoft Developer II
  • MuleSoft Platform Integration Architect
  • MuleSoft Platform Architect
  • Tableau Desktop Foundations
  • Tableau Data Analyst
  • Tableau Consultant
  • Tableau Server Administrator
  • Tableau Next Consultant
  • Tableau Architect
  • Slack Administrator
  • Slack Consultant
  • Slack Developer

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0/137Learned

Given a description of a customer's IT ecosystem, use architectural guiding principles to assess the current architecture

0/7

  • Top-down versus bottom-up derivation of guiding principles
  • Configure, then buy, then build in assessing the current estate
  • Landscape and layered views of the current-state architecture
  • Systems of record across a CSP's BSS and OSS landscape
  • Current catalog landscape against TM Forum SID product layers
  • Integrating legacy systems versus phased or greenfield replacement
  • Current-state architectural risks to raise during discovery

Given a customer's business pain points, objectives, and budget, determine the KPIs that deliver a transformational implementation outcome

0/4

  • Translating communications pain points into transformation KPIs
  • Baselining, sourcing and tracking measurable KPIs
  • Prioritizing KPIs and transformation scope within a customer budget
  • Confirming success criteria with executive sponsors and stakeholders

Given a list of a customer's vision and goals, choose the appropriate products to use within Agentforce Communications

0/6

  • Matching a CSP's vision and goals to Agentforce Communications components
  • When to recommend Enterprise Product Catalog
  • When to recommend Industries CPQ and order capture
  • When to recommend Digital Commerce for self-service channels
  • When to recommend Industries Order Management
  • When to recommend Contract Lifecycle Management and Document Generation

Given a customer scenario, map and document the business process, personas, and requirements

0/8

  • Scoping CSP business processes by input and outcome
  • Process map audience, level of detail and governance
  • Primary, secondary and out-of-scope personas for a CSP project
  • CSP roles and mapping users to personas
  • Persona-based user stories and acceptance criteria
  • Functional versus non-functional requirements in telco discovery
  • Discovery artifacts for processes and requirements and when to use each
  • Steering requirements-gathering workshops with telco stakeholders

Given the current and expected volumes of data, document and understand platform constraints and the impact on Agentforce Communications

0/7

  • Documenting current and projected data volumes as non-functional requirements
  • Large data volume strategies for subscriber, asset and order records
  • On-platform versus off-platform placement of high-volume telecom data
  • Platform event publishing and delivery allocations at projected volumes
  • Omnistudio recommended limits for high-volume guided processes
  • Peak self-service traffic and Digital Commerce elastic scaling
  • Quote and cart scale for large multi-site B2B deals

Map current business processes, personas, and requirements, to native Agentforce Communications functionality and off-platform solutions

0/8

Configure, buy, or build decisions in an Agentforce Communications fit-gap

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Mapping CSP personas to Agentforce Communications applications

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Mapping order capture requirements to native capabilities and master data sources

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Mapping MACD requirements to native asset-based ordering

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Mapping fulfillment, installation and customer update needs to native capabilities

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Off-platform systems retained alongside Agentforce Communications

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Enterprise Product Catalog versus an existing external product catalog

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Native Industries Order Management versus a third-party order management system

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  • Commercial versus technical catalog layers in an SID-aligned EPC model
  • Shared enterprise catalog versus siloed channel catalogs
  • Offer specifications versus product specifications
  • Object type hierarchy and attribute inheritance design
  • Attribute-based variants versus separate products for catalog rationalization
  • Bundle structure and cardinality for configurable offers
  • Price list, pricing plan and time policy structure in EPC
  • Promotions, discounts and bundle-level price adjustments
  • Catalog build sequence and entity dependencies
  • Product versioning and catalog change management
  • When to introduce technical products versus fulfilling from commercial products
  • Technical product specification design in the Enterprise Product Catalog
  • Flat versus hierarchical CFS and RFS technical catalog modeling
  • One-to-one versus one-to-many decomposition relationships
  • Many-to-one decomposition to a shared technical product
  • Mapping rules from commercial attributes to technical products
  • Condition rules on decomposition relationships
  • Choosing a decomposition scope for technical products
  • Parent-child technical product relationships with Top Order Item scope
  • Product class decomposition for products sharing one fulfillment process
  • Multi-level decomposition depth and per-system resource entities
  • Grouping, event service and augmented callout decomposition patterns
  • Fulfillment actions derived from technical inventory during decomposition
  • Decomposition design for scale and maintainability
  • Master end-to-end plan versus function-specific plan definitions
  • Orchestration scenarios by product and order action
  • Plan reuse and association to commercial versus technical products
  • Orchestration item types for automated, asynchronous and manual fulfillment tasks
  • Sequencing orchestration items with dependencies and conditions
  • Converging plan design and single termination point
  • Assetization auto task placement in the orchestration plan
  • Point of no return placement in orchestration plans
  • In-flight amendments and compensating orchestration items
  • Dynamically generated orchestration versus statically designed workflows
  • Reducing parallel orchestration items to avoid record locking
  • Orchestration plan size, processing time and Apex limit mitigation
  • Opportunity, quote and direct-order entry points in the order capture flow
  • Assisted cart ordering versus Digital Commerce self-service channels
  • Omnistudio guided selling flows around quote and order capture
  • Availability and eligibility rules during product selection
  • Compatibility and configuration validation in the cart
  • Pricing, promotions and discount handling in quote design
  • Quote proposals and contracts with Document Generation and CLM
  • Enterprise Sales Management versus the standard CPQ cart for large multi-site B2B deals
  • Enterprise quote and order enrichment through final order submission
  • Order capture handoff to Industries Order Management
  • Future-dated orders and order queuing
  • Amending in-flight orders versus follow-on quotes and MACD changes
  • Scoping active versus historical transactional data for migration
  • Rationalizing a legacy SKU catalog versus lift-and-shift into EPC
  • Pre-load data profiling, cleansing and deduplication
  • Legacy key cross-referencing and external IDs for repeatable loads
  • Migration tooling and bulk load techniques for catalog versus high-volume records
  • Load sequencing and record dependencies across catalog, customer and asset data
  • Preparing migrated assets for asset-based ordering and MACD
  • Backfilling Order Management technical inventory for migrated assets
  • Scaling inventory item creation for large migrated install bases
  • Mock migrations and post-load reconciliation
  • Big bang versus phased cutover and in-flight order handling
  • Prioritizing user stories by business value, KPIs and MVP scope
  • Splitting telecom epics into sprint-sized user stories
  • Relative story sizing and Agentforce Communications complexity drivers
  • Dependency chain across decomposition, orchestration, assetization and MACD stories
  • External system and cross-team dependencies in sprint planning
  • Assigning stories to sprints by priority, dependency and capacity
  • Mapping customer change requests to MACD operation types
  • Asset-to-quote versus asset-to-order paths for MACD changes
  • Asset creation timing and provisioning status in fulfillment
  • Field and object mapping across the quote, order and asset cycle
  • Controlling what persists to assets and technical inventory
  • Preserving price and status on unchanged MACD lines
  • Change of plan and product version upgrades on existing assets
  • Move order design for relocations and account transfers
  • Enterprise B2B bulk MACD from the Asset Viewer
  • Asset reference IDs and line numbering at large-account scale
  • Fit-gap of a final design against native Agentforce Communications capabilities
  • Omnistudio low-code components versus custom LWC and Apex
  • Provided, custom and hybrid interface implementations in Industries CPQ
  • Upgrade-safe extension of packaged Enterprise Sales Management components
  • Custom code boundaries on Order Management action, status and state fields
  • Release scoping and phasing for an Agentforce Communications delivery
  • Sequencing the build of catalog, order capture and order management components
  • Building the technical catalog with Object Types and product Scope
  • Flat versus hierarchical technical catalog and shared technical products
  • Enterprise order capture configuration for large multi-site deals
  • Building and deploying Order Management Plus custom adapters and auto tasks
  • Technical inventory and assetization in Order Management
  • Orchestration plan structure to avoid row locks and race conditions
  • Promoting catalog and Omnistudio configuration across project environments
  • Test planning for order capture, orchestration and fulfillment integrations
  • Deploying orchestration and catalog changes while orders are in flight
  • Readying Order Management for production order and data volumes
  • Migration approach selection for legacy subscriptions and order history
  • Moving the legacy product catalog into Enterprise Product Catalog
  • Load sequencing and legacy-to-Salesforce ID mapping for migration
  • Creating technical inventory for migrated assets in Order Management
  • Cutover approach and coexistence with retained legacy BSS/OSS

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  1. Agentforce Communications Professional Checklist
  3. Discovery

Mapping fulfillment, installation and customer update needs to native capabilities

Explainer

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Practice Question

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This is one of 137 concepts on the Salesforce Salesforce Accredited Agentforce Communications Professional exam.

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Next conceptOff-platform systems retained alongside Agentforce Communications

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  1. Agentforce Communications Professional Checklist
  3. Discovery
Mapping fulfillment, installation and customer update needs to native capabilities

Explainer

Learn More

Practice Question

Studying for this exam?

This is one of 137 concepts on the Salesforce Salesforce Accredited Agentforce Communications Professional exam.

Looking for practice exams? Click below to try one!

Keep going

Next conceptOff-platform systems retained alongside Agentforce Communications

Explainer

When a communications provider sells a service, the order still has to be fulfilled on the network, sometimes installed by a technician, and the customer has to be kept informed. In Agentforce Communications, Industries Order Management turns the commercial order from Industries CPQ into technical fulfillment work, and integration with Service and Marketing helps schedule services such as installation and keep the customer informed. During discovery, a consultant maps each fulfillment, installation, and customer update need to these native pieces and to the external systems they call.
Core information
  • Fulfillment starts after the order is placed with Industries CPQ. The order-management and fulfillment teams then use Industries Order Management to orchestrate and fulfill it. Industries Order Management uses order information from Industries CPQ and adds technical data from the shared catalog and from other sources, such as an inventory-management system.
More details and nuances
  • Decomposition does not modify the original order. Instead, it generates a new set of Fulfillment Requests, each containing Fulfillment Request Lines.

Explainer

When a communications provider sells a service, the order still has to be fulfilled on the network, sometimes installed by a technician, and the customer has to be kept informed. In Agentforce Communications, Industries Order Management turns the commercial order from Industries CPQ into technical fulfillment work, and integration with Service and Marketing helps schedule services such as installation and keep the customer informed. During discovery, a consultant maps each fulfillment, installation, and customer update need to these native pieces and to the external systems they call.
Core information
  • Fulfillment starts after the order is placed with Industries CPQ. The order-management and fulfillment teams then use Industries Order Management to orchestrate and fulfill it. Industries Order Management uses order information from Industries CPQ and adds technical data from the shared catalog and from other sources, such as an inventory-management system.
More details and nuances
  • Decomposition does not modify the original order. Instead, it generates a new set of Fulfillment Requests, each containing Fulfillment Request Lines.