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| Section | Weight | Objectives |
|---|---|---|
| Deploy | 15% | - Document configurations and processes - Plan deployment and cutover activities - Validate solution functionality and performance |
| Operate and Optimize | 10% | - Analyze performance and identify improvement opportunities - Apply best practices for ongoing optimization - Monitor and maintain Contact Center operations |
| Implement | 26% | - Implement knowledge base and self-service portals - Configure core Contact Center features - Set up and verify email and voice services - Configure Omni-Channel and routing rules |
| Design | 29% | - Design scalable Contact Center solutions - Design self-service and knowledge management strategies - Design for Omni-Channel routing and engagement - Design integrated voice and digital channel solutions |
| Discovery | 20% | - Define personas and stakeholders - Gather and document requirements - Identify business objectives and success metrics |
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問題 #206
The customer wants to streamline agent onboarding and training. Which feature promotes reusability and maintainability?
答案：D
解題說明：
Service Cloud Knowledge articles provide a scalable and reusable solution for agent onboarding and training. These articles can be easily accessed and used by agents for self-help and learning, promoting a consistent training experience across the organization. They also support updates and maintenance, ensuring that the training content remains relevant and accurate. Thus, "C. Leverage Service Cloud Knowledge articles with searchable information and step-by-step guides for common tasks" is the appropriate choice for streamlining training processes.
Reference: Salesforce Documentation on Service Cloud Knowledge
問題 #207
I ' d recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar ' s (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the
答案：A
解題說明：
Considering the need for proactive communication with customers who have previously contacted the company, SMS is the most effective messaging channel. SMS allows Ursa Major Solar to reach out directly to customers ' mobile phones, ensuring high readability and immediate delivery of important messages. SMS is widely accessible and does not require internet connectivity, making it a reliable channel for mass communication, especially in urgent scenarios.
Reference: Messaging for Salesforce
問題 #208
Your customer has a small-scale implementation with a tight timeline. Which release strategy best suits this scenario?
答案：A
解題說明：
For a small-scale implementation with a tight timeline, a pilot deployment strategy is particularly suitable. This approach allows a limited user group to test the new system, providing valuable feedback before a full-scale rollout. It helps identify potential issues in a controlled environment, minimizing risk and enabling adjustments based on real user experiences, making it the best choice under the described circumstances.
Reference: Salesforce Documentation on Implementation Strategies
問題 #209
You're validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?
答案：B
解題說明：
Reference: Salesforce Data Management
問題 #210
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow
ramp-up time for UMS ' s junior agents to handle only two chat requests at a time?
答案：A
解題說明：
To provide ramp-up time for junior agents handling fewer chat requests at a time, an administrator should create and assign a new Presence Status. This status would specifically allow junior agents to handle only two chat requests simultaneously, compared to the standard three. This setting tailors the workload according to the agent ' s capability, ensuring they are not overwhelmed, which helps in their gradual adaptation to the expected work pace.
References: https://help.salesforce.com/articleView?id=omnichannel_presence.htm
問題 #211
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