Salesforce Salesforce-Contact-Center Exam | Salesforce-Contact-Center関連復習問題集 -素晴らしいSalesforce-Contact-Center: Salesforce Contact Center Accredited Professional

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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Design29%- Solution mapping
  • 1. Map Contact Center features to requirements
    • 2. Design scalable solutions using standard data models
      - Configuration and validation
      • 1. Configure Contact Center processes
        • 2. Validate KPIs and metrics configuration
          - Data and migration strategy
          • 1. Design data migration approach
            Topic 2: Discovery20%- Requirements analysis
            • 1. Map business processes to use cases
              • 2. Define channel and routing requirements
                - Success metrics
                • 1. Define KPIs and success measurements
                  - Stakeholder & persona identification
                  • 1. Conduct interviews to define personas and stakeholders
                    • 2. Identify customer use case requirements
                      Topic 3: Deploy10%- Cutover and migration
                      • 1. Prepare system for data migration
                        • 2. Define channel-specific cutover requirements
                          - Deployment planning
                          • 1. Identify deployment strategy for Contact Center solutions
                            - Validation
                            • 1. Validate deployment against requirements

                              >> Salesforce-Contact-Center関連復習問題集 <<

                              Salesforce-Contact-Center試験解説 & Salesforce-Contact-Center日本語版受験参考書

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                              Salesforce Contact Center Accredited Professional 認定 Salesforce-Contact-Center 試験問題 (Q65-Q70):

                              質問 # 65
                              The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

                              正解：A

                              解説：
                              Skill-Based Routing is the feature that best facilitates the automatic routing of cases based on language skills and expertise. This feature allows the contact center system to match incoming cases with agents who have the specific skills and expertise needed to handle those cases effectively. By ensuring that cases are directed to the most appropriately skilled agents, skill-based routing enhances efficiency, improves resolution times, and increases customer satisfaction.
                              References: https://help.salesforce.com/articleView?id=sf.omnichannel_skills_based_routing_setup.htm


                              質問 # 66
                              You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?

                              正解：D

                              解説：
                              Efficiently managing the transition of social media messaging in a new routing setup involves several strategies:A. Pre-populating agent dashboards with relevant information enhances readiness to handle incoming interactions effectively.B. Ensuring seamless continuity of ongoing conversations during the cut- over minimizes disruption to customer communications.C. Automating case creation and assignment based on social media content and customer profiles streamlines the response process.Combining these approaches ensures that social media inquiries are managed smoothly and efficiently during and after the transition.
                              References: https://help.salesforce.com/articleView?id=sf.social_customer_service_setup.htm


                              質問 # 67
                              The customer prioritizes cost optimization and efficient resource allocation. Which design aspect contributes to this?

                              正解：A

                              解説：
                              Focusing on cost optimization and efficient resource allocation, leveraging standard Salesforce features and pre-built functionalities is the most effective approach. This design aspect minimizes the need for extensive custom development, which can be costly and resource-intensive to maintain. By using built-in capabilities, organizations can take advantage of Salesforce's robust platform, ensuring that they are using reliable, tested solutions that integrate seamlessly without the additional overhead associated with custom solutions.


                              質問 # 68
                              Your scenario involves routing calls based on language spoken. Which feature facilitates this?

                              正解：B

                              解説：
                              Omni-Channel routing with skill mapping based on agent language proficiency is the most effective feature for routing calls based on the language spoken. This feature allows calls to be directed to agents who are proficient in the language required by the caller, ensuring effective communication and enhancing customer satisfaction.


                              質問 # 69
                              (a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.

                              正解：D

                              解説：
                              Assessing the functionality and accuracy of reports in a new system involves multiple checks. Reviewing report builder configurations and data source connections ensures that the foundation for reporting is correctly set up. Executing test reports checks for data accuracy and the relevance of visualizations. Analyzing system logs and report execution history helps identify any operational issues. Therefore, "D. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system" accurately describes the necessary steps for thorough report validation.
                              Reference: Salesforce Reports and Dashboards


                              質問 # 70
                              ......

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