Salesforce-Contact-Center参考書勉強、Salesforce-Contact-Center試験資料

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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Deploy	15%	- Document configurations and processes - Plan deployment and cutover activities - Validate solution functionality and performance
Topic 2: Discovery	20%	- Define personas and stakeholders - Identify business objectives and success metrics - Gather and document requirements
Topic 3: Design	29%	- Design self-service and knowledge management strategies - Design for Omni-Channel routing and engagement - Design integrated voice and digital channel solutions - Design scalable Contact Center solutions
Topic 4: Operate and Optimize	10%	- Apply best practices for ongoing optimization - Monitor and maintain Contact Center operations - Analyze performance and identify improvement opportunities
Topic 5: Implement	26%	- Configure core Contact Center features - Implement knowledge base and self-service portals - Set up and verify email and voice services - Configure Omni-Channel and routing rules

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Salesforce Salesforce-Contact-Center認定試験を受験したいならこの問題集を推奨

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Salesforce Contact Center Accredited Professional 認定 Salesforce-Contact-Center 試験問題 (Q176-Q181):

質問 # 176
The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?

A. Number of features or functionalities implemented within the system.
B. Resource utilization and infrastructure costs associated with running the Contact Center.
C. System availability and uptime per customer expectations and service level agreements (SLAs).
D. User satisfaction surveys and agent feedback on the new system.

正解：C

解説：
In the post-release phase, monitoring system availability and uptime is crucial for evaluating the effectiveness of a Contact Center. This metric directly impacts user experience and operational continuity, aligning with customer expectations and contractual service level agreements (SLAs). Therefore, "C. System availability and uptime per customer expectations and service level agreements (SLAs)" is the most relevant metric for assessing the performance of the Contact Center post-release.
Reference: Salesforce Service Level Agreements

質問 # 177
You need to validate automated case escalation. Which tool helps monitor and assess this process?

A. Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.
B. All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.
C. Monitoring Escalation History related list within case records to track escalation triggers and actions taken.
D. Supervisor Console providing insights into case status, queue information, and escalation triggers.

正解：B

解説：
Monitoring and validating automated case escalation effectively involves using multiple tools that offer various insights into the process:A. Monitoring Escalation History related list within case records helps track escalation triggers and actions, providing a direct audit trail for each case.B. Utilizing reporting tools to analyze trends in case escalation provides insights into frequency, reasons, and potential areas for process improvement.C. Supervisor Console offers real-time insights into case statuses, including escalations, enabling supervisors to oversee and adjust processes as needed.Combining these tools provides a holistic view of case escalation effectiveness and helps in identifying and implementing necessary adjustments.
References: https://help.salesforce.com/articleView?id=custom_reports_dashboards.htm

質問 # 178
You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?

A. All of the above, depending on the severity and impact of the data inconsistencies encountered.
B. Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors.
C. Ignoring minor inconsistencies to avoid delaying the migration timeline.
D. Implementing data cleansing scripts or manual data correction within Salesforce.

正解：B

解説：
Reference: Salesforce Data Quality Management

質問 # 179
To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter ' s limitations:
A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.
Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

A. Average Resolution Time
B. Average Cases per Agent
C. Average Handle Time

正解：C

解説：
Reference: https://help.salesforce.com/

質問 # 180
Your data includes sensitive customer information. Which security mechanism protects data during migration?

A. Data encryption at rest and in transit via SSL/TLS protocols.
B. Data anonymization or pseudonymization masking sensitive information during migration and storage.
C. All of the above, forming a multi-layered approach to data security during and after migration.
D. User permissions and field-level security restricting access to sensitive data within Salesforce.

正解：C

解説：
Ensuring the security of sensitive customer data during migration requires a multi-layered approach. Data encryption both at rest and in transit, via SSL/TLS protocols, ensures the data is protected against unauthorized access during transfer. User permissions and field-level security within Salesforce restrict access to sensitive data. Data anonymization or pseudonymization techniques mask sensitive information, providing additional privacy. " D. All of the above, forming a multi-layered approach to data security during and after migration " offers comprehensive protection for sensitive data throughout the migration process.Reference:
Salesforce Data Security

質問 # 181
......

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