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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

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

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Salesforce Salesforce-Contact-Center測試題庫 & Salesforce-Contact-Center考題套裝

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最新的 Accredited Professional Exams Salesforce-Contact-Center 免費考試真題 (Q88-Q93):

問題 #88
Your design outlines automated case escalation based on criteri
a. Which tool facilitates rule-based escalation?

A. Escalation Rules with conditions based on case priority, time to resolution, and other metrics.
B. Both (b) and (c), offering flexible options for automated case escalation based on rules.
C. Custom Apex code defining escalation logic and actions.
D. Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria.

答案：B

解題說明：
Automated case escalation is effectively managed using both Escalation Rules and Workflow Rules: B. Escalation Rules enable automatic case escalation based on criteria like case priority and time to resolution. C. Workflow Rules can be used to trigger additional actions, such as notifications to supervisors, when specific escalation criteria are met. These tools work in concert to ensure timely responses to critical cases and maintain service levels.

問題 #89
Your scenario involves routing calls based on language spoken. Which feature facilitates this?

A. Phone Numbers configured with specific languages and automatic call routing.
B. Omni-Channel routing with skill mapping based on agent language proficiency.
C. Custom Apex code defining language detection and routing logic.
D. Integrated Speech-to-Text (STT) and language identification tools for real-time routing.

答案：B

解題說明：
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.

問題 #90
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?

A. Custom file storage solution
B. Salesforce Files
C. Attachments

答案：B

解題說明：
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

問題 #91
Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?

A. Salesforce Data Loader for bulk data imports and basic field validation.
B. Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.
C. All of the above, offering various options for ensuring data quality and reliable metric interpretation.
D. Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.

答案：C

解題說明：
Validating data quality and the accuracy of Contact Center metrics involves multiple tools and approaches:
A: Salesforce Data Loader can be used for bulk data imports and performing basic field validations.
B: Data Quality Rules help highlight missing information and formatting inconsistencies within Salesforce.
C: Einstein Anomaly Detection tools identify unusual patterns that may indicate data inaccuracies.
Employing these tools collectively enhances the reliability of data and the accuracy of metric interpretation across the Contact Center.

問題 #92
Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
How should an administrator provision the phone number to support this
functionality?

A. Provision a long code phone number on least 2 weeks before golive
B. Provision a short code phone number at least 8 weeks before golive
C. Provision a toll free phone number at least 8 weeks before golive

答案：A

解題說明：
For notifying customers with automated outbound SMS messages, provisioning a phone number well in advance is essential. A long code phone number, which is typically a regular 10-digit phone number, is suitable for such notifications and generally requires at least 2 weeks to provision. This allows sufficient time for setup and testing before going live. Therefore, "C. Provision a long code phone number at least 2 weeks before golive" is the correct step for supporting this functionality effectively.
Reference: Salesforce SMS Implementation Guide

問題 #93
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