Salesforce Salesforce-Contact-Center過去問無料、Salesforce-Contact-Center復習内容

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Salesforce Salesforce-Contact-Center 認定試験の出題範囲：

トピック	出題範囲
トピック 1	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
トピック 2	Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.
トピック 3	Design: Deals with the Contact Center functionalities with the stipulated requirements. Subsequently, when presented with business requirements, devise scalable and maintainable solutions for the Contact Center, adhering to standard data models.
トピック 4	Implement: This section deals with setting up the fundamental Contact Center functionalities and features. Following this, in alignment with the complete design, configure and authenticate the email functionality, ensuring its seamless operation. Similarly, based on specific scenarios, configure and verify the functionality of voice services.

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Salesforce Contact Center Accredited Professional 認定 Salesforce-Contact-Center 試験問題 (Q165-Q170):

質問 # 165
The customer wants to track metrics across different case types and channels. Which reporting element helps with data standardization and analysis?

A. Employ third-party analytics tools with independent data structures and visualizations.
B. Implement separate dashboards for each channel and case type with customized metrics.
C. Utilize standard case fields and reporting tools to categorize and analyze data across the board.
D. Develop custom reports with unique data models for each case type and channel.

正解：C

解説：
Reference: Salesforce Documentation on Reports and Dashboards

質問 # 166
Where should the consultant point the agent to access the all transcript?

A. conversation Component in Service Console
B. Caller Contact record in Salesforce
C. Amazon Connect Dashboard

正解：A

解説：
To access the call transcripts configured in Amazon Connect, the consultant should direct agents to the Conversation Component in the Service Console. This component integrates communications from Amazon Connect, displaying real-time and historical interaction data, including call transcripts. The Conversation Component allows agents to access and review detailed call transcripts within the familiar Salesforce environment, facilitating better customer service and follow-up actions.
Reference: https://help.salesforce.com/s/articleView?id=sf.voice_integration_amazon.htm

質問 # 167
Your customer has a small-scale implementation with a tight timeline. Which release strategy best suits this scenario?

A. Big bang deployment with all features rolled out simultaneously.
B. Pilot deployment with a limited user group for initial testing and feedback.
C. Phased approach with incremental releases and controlled rollouts.
D. Continuous integration and continuous delivery (CI/CD) for rapid iterative updates.

正解：B

解説：
Reference: Salesforce Documentation on Implementation Strategies

質問 # 168
A project sponsor has informed a consultant that customer satisfaction is their top..
Which Contact Center metric should the consultant prioritize improving?

A. Average Wait Time
B. First Call Resolution(correct)
C. Average Handle Time

正解：B

解説：
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.

質問 # 169
The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?

A. Regularly conduct security audits and vulnerability assessments to identify potential risks.
B. Implement multi-factor authentication (MFA) for secure agent logins and access.
C. Configure field-level security to restrict access to sensitive data based on user roles.
D. Encrypt customer data at rest and in transit to protect against unauthorized access.

正解：C

解説：
Reference: Salesforce Field-Level Security

質問 # 170
......

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