Salesforce-Contact-Center Dumps덤프데모다운로드

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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

SectionWeightObjectives
Implement26%- Configure Omni-Channel and routing rules
- Set up and verify email and voice services
- Configure core Contact Center features
- Implement knowledge base and self-service portals
Operate and Optimize10%- Monitor and maintain Contact Center operations
- Apply best practices for ongoing optimization
- Analyze performance and identify improvement opportunities
Design29%- 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
Deploy15%- Document configurations and processes
- Plan deployment and cutover activities
- Validate solution functionality and performance
Discovery20%- Gather and document requirements
- Identify business objectives and success metrics
- Define personas and stakeholders

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최신 Accredited Professional Exams Salesforce-Contact-Center 무료샘플문제 (Q49-Q54):

질문 # 49
You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?

정답：D

설명：
Reference: Salesforce Einstein Bots


질문 # 50
A project sponsor has informed a consultant that customer satisfaction is their top..
Which Contact Center metric should the consultant prioritize improving?

정답：C

설명：
Prioritizing First Call Resolution (FCR) is essential when customer satisfaction is the top priority, as FCR directly impacts customer experience by resolving their concerns or queries in the initial interaction.
Improving FCR can significantly enhance customer satisfaction because it reduces the need for follow-up calls, thus saving time and improving the overall customer experience.
Reference: Salesforce Service Cloud Metrics


질문 # 51
The customer needs real-time sentiment analysis during calls. Which third-party integration could be beneficial?

정답：C

설명：
Google Cloud AI offers powerful tools for real-time sentiment analysis during calls, making it a beneficial third-party integration for Salesforce Contact Centers. By integrating Google Cloud AI, organizations can analyze voice interactions in real-time to detect customer sentiment, helping agents understand and react to customer emotions and concerns more effectively during the conversation. This integration can enhance customer service by providing deeper insights into customer needs and improving response strategies.


질문 # 52
Your scenario involves routing calls based on language spoken. Which feature facilitates this?

정답：B

설명：
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.
References: https://help.salesforce.com/articleView?id=sf.omnichannel_skills_based_routing_setup.htm


질문 # 53
The required configurations for the client ' s requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to the contact center, which contain many PDF files, In general, the email communication back and forth with the customer is high. They do not want to duplicate the PDFs every time a new email's received in the same email thread.
When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.
How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?

정답：C

설명：
To comply with the " Eliminate duplicate email attachments " setting in Email-to-Case, PDFs should be processed as Salesforce Files. Salesforce Files offers more advanced management capabilities, including deduplication, sharing, and security options compared to traditional attachments. This approach will prevent duplication of PDF files every time a new email is received in the same email thread, thereby optimizing storage and managing files more efficiently within the platform.
References: https://help.salesforce.com/articleView?id=sf.email_to_case_best_practices.htm


질문 # 54
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