2026 Itcertkr 최신 Salesforce-Contact-Center PDF 버전 시험 문제집과 Salesforce-Contact-Center 시험 문제 및 답변 무료 공유: https://drive.google.com/open?id=1V5meRZfHwlmybVwnN1g4uFrG22GGt74-
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>> Salesforce-Contact-Center시험덤프자료 <<
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질문 # 156
The desired process of reassigning cases to a higher support tier when SLA timelines are breached.
Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to
accomplish this?
정답：A
설명：
To protect customers' private information during phone interactions, especially for sensitive data like social security numbers, the Service Cloud Voice feature to recommend is Pause/Resume Call Recording. This feature allows agents to pause the recording when sensitive information is being discussed and resume it afterwards, ensuring compliance with privacy regulations and safeguarding customer data.
Reference: Salesforce Service Cloud Voice Features
질문 # 157
The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?
정답：B
설명：
To track agent performance and identify areas for improvement effectively, monitoring the Customer Satisfaction (CSAT) Score is highly effective. CSAT measures how satisfied customers are with the service they received, providing direct feedback on agent performance and the overall customer service experience. This KPI is critical for understanding the quality of interactions handled by agents and identifying specific areas where agents might need additional training or resources. Hence, "A. Customer Satisfaction (CSAT) Score" is the most appropriate KPI for this purpose.
Reference: Salesforce Blog on Customer Satisfaction
질문 # 158
Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?
정답：A
설명：
In scenarios involving automatic case assignment based on factors like urgency and location, a combination of Salesforce features is typically most effective. Case Assignment Rules can be used to automatically route cases to appropriate queues or agents based on predefined criteria. Process Builder can trigger automated case assignments and other related actions based on specific data triggers. Escalation Rules manage cases that require urgent attention by escalating them as needed. "D. All of the above, working together for dynamic case assignment and escalation based on context and urgency" best describes the integrated approach necessary for managing these assignments effectively.
Reference: Salesforce Documentation on Case Assignment and Escalation
질문 # 159
Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?
정답：D
설명：
Transitioning to a new chat platform integrated with Salesforce can be effectively managed through various deployment strategies, each suitable based on the specific scenario: A. Phased deployment gradually transitions agents and customers, minimizing disruption. B. Parallel deployment allows running both the old and new platforms simultaneously to ensure continuous service. C. Cutover deployment switches systems during a planned downtime, which is typically scheduled for low-usage times. Selecting the appropriate method depends on factors like the complexity of integration and the organization ' s tolerance for downtime.
References: https://help.salesforce.com/articleView?id=sf.deployment_best_practices.htm
질문 # 160
The most suitable set of solutions for the client ' s requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.
A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company ' s main strategy is to enhance customer satisfaction and loyalty while streamlining costs.
Which set of key performance indicators (KPIs) should the consultant
prioritize to measure the success of the Contact Center implementation?
정답：C
설명：
For Ursa Major Solar, the KPIs to prioritize to measure the success of the Contact Center implementation, given their goals to enhance customer satisfaction and streamline costs, should be average handling time, number of calls answered, customer satisfaction score, and employee training time. These KPIs directly align with improving service efficiency and quality. Average handling time and number of calls answered focus on operational efficiency, customer satisfaction score measures the impact on customer loyalty and satisfaction, and employee training time helps in assessing the effectiveness and speed of preparing new agents, which impacts both costs and service quality.
Reference: Salesforce Service Cloud KPIs
질문 # 161
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지금 같은 경쟁력이 심각한 상황에서Salesforce Salesforce-Contact-Center시험자격증만 소지한다면 연봉상승 등 일상생활에서 많은 도움이 될 것입니다.Salesforce Salesforce-Contact-Center시험자격증 소지자들의 연봉은 당연히Salesforce Salesforce-Contact-Center시험자격증이 없는 분들보다 높습니다. 하지만 문제는Salesforce Salesforce-Contact-Center시험패스하기가 너무 힘듭니다. Itcertkr는 여러분의 연봉상승을 도와 드리겠습니다.
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