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| Section | Objectives |
|---|---|
| Topic 1: Implementation | - Set up automation and AI-driven tools (e.g., Einstein Bots, macros, flows). - Configure and deploy Service Cloud features for contact center use cases. - Implement omni-channel routing (voice, chat, email, social). |
| Topic 2: Optimization & Best Practices | - Apply best practices for user adoption, training, and change management. - Troubleshoot common issues and iterate on solution design. - Monitor and optimize contact center performance using reports and dashboards. |
| Topic 3: Design | - Consider security, compliance, and data privacy requirements. - Plan for omni-channel routing, automation, and integration. - Design scalable contact center solutions using standard Salesforce features. |
| Topic 4: Discovery & Planning | - Define contact center strategy and roadmap. - Identify and understand customer business requirements, challenges, and goals related to contact center operations. |
>> Salesforce-Contact-Center시험문제모음 <<
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질문 # 167
The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?
정답：B
설명：
Reference: Salesforce Custom Objects and Fields
질문 # 168
Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data What does a consultant need to keep in mind while using data loader?
정답：B
설명：
When using Data Loader for data migration, it's important to note that automated processes such as workflow rules, processes from Process Builder, and some validation rules are not executed by default unless specified in the settings. This can be crucial for ensuring the integrity of the data migration process, particularly when dealing with large volumes of data like closed cases. Thus, "B. Automated processes are not executed" is the key consideration to keep in mind, as it affects how the data is handled during the migration process.
Reference: Salesforce Data Loader Guide
질문 # 169
The customer wants automated case escalation based on specific criteri
a. Which data model element plays a key role?
정답：B
설명：
In Salesforce, Entitlements are crucial for managing service level agreements (SLAs) and the associated rules, including escalation policies. Entitlements allow organizations to define and enforce service levels through milestones that can trigger escalations if cases are at risk of breaching service commitments. This functionality is essential for automated case escalation based on specific criteria such as response times or resolution deadlines, which makes "D. Entitlements specifying service level agreements and associated escalation rules" the correct answer.
Reference: Salesforce Documentation on Entitlements
질문 # 170
The customer desires seamless integration with their existing CRM system. Which functionality bridges this gap?
정답：B
설명：
Partner integrations in Salesforce Contact Center allow for seamless integration with existing CRM systems by leveraging pre-built connectors and integration apps available on Salesforce AppExchange. These partner solutions are specifically designed to integrate diverse systems with Salesforce, ensuring that data flows smoothly between Salesforce and other CRMs without needing custom development. This enables businesses to enhance their customer service capabilities by integrating their existing tools and databases into a unified Salesforce environment.
References: https://appexchange.salesforce.com/
질문 # 171
Universal Containers (UC) requires agents to use their mobile devices as part of the daily operations. In order to do that, agents need a service app that can be published on AppExchange. Which kind of environment should UC use to develop and deploy this app on Appexchange?
정답：C
설명：
For Universal Containers to develop and deploy a service app on AppExchange, using Scratch orgs is the recommended environment. Scratch orgs are disposable Salesforce environments that can be quickly set up and torn down, facilitating continuous integration and feature testing specific to Salesforce DX workflows. They are ideal for developing and testing applications before publishing them to AppExchange.
Reference: Salesforce Developer Documentation on Scratch Orgs
질문 # 172
......
현재 많은 IT인사들이 같은 생각하고 잇습니다. 그것은 바로Salesforce Salesforce-Contact-Center인증시험자격증 취득으로 하여 IT업계의 아주 중요한 한걸음이라고 말입니다.그만큼Salesforce Salesforce-Contact-Center인증시험의 인기는 말 그대로 하늘을 찌르고 잇습니다,
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