SalesforceのSalesforce-Contact-Centerの試験のベストの問題集を無料でダウンロード

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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	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 2	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
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.

>> Salesforce-Contact-Center基礎問題集 <<

Salesforce Salesforce-Contact-Center受験内容 & Salesforce-Contact-Centerテストトレーニング

被験者は定期的に計画を立て、自分の状況に応じて目標を設定し、研究を監視および評価することにより、学習者のプロフィールを充実させる必要があります。 Salesforce-Contact-Center試験の準備に役立つからです。試験に合格して関連する試験を受けるには、適切な学習プログラムを設定する必要があります。当社からSalesforce-Contact-Centerテストガイドを購入し、それを真剣に検討すると、最短時間でSalesforce-Contact-Center試験に合格するのに役立つ適切な学習プランが得られると考えています。

Salesforce Contact Center Accredited Professional 認定 Salesforce-Contact-Center 試験問題 (Q76-Q81):

質問 # 76
The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?

A. Utilize Process Builder with predefined rules for email notifications based on case updates.
B. Configure outbound email integrations with pre-built templates for invoices and case summaries.
C. Implement Einstein Bots to handle email communication and automate basic customer interactions.
D. Develop custom Apex code for automated email triggers and attachments.

正解：A

解説：
Process Builder in Salesforce allows for the automation of tasks such as sending invoices and case history updates via email following specific triggers or updates to a case. By using predefined rules and conditions within Process Builder, organizations can automate email notifications, ensuring that communications are timely and relevant to the case status. This tool simplifies workflow automation, making it easier to maintain consistent communication with customers without manual intervention.

質問 # 77
The consultant should recommend the company utilize Flow Settings in
Email-to-Case to meet their requirements.
A customer service manager wants to implement a process where a case
gets reassigned to a higher support tier if it is not resolved within a given service-level agreement (SLA) timeline.
Which solution should a consultant propose to set this process up?

A. Create an Escalation Rule Entry and configure it so that cases get an escalated status of the case is still open after passing SLA times.
B. The consultant should propose creating an Escalation Rule Entry to set up
C. Create a Quick Action for escalating a case and set up Conditional
Visibility Rude to show the Quick Action after a case has passed SLA times Create a record-triggered flow that gives cases an escalated status if it is still open a pa A times.

正解：B

解説：
For managing cases based on service-level agreements (SLAs) where a case needs to be reassigned to a higher support tier if not resolved within the specified time, the appropriate solution is to use Escalation Rules. Escalation Rules in Salesforce allow you to automatically escalate cases based on criteria such as case age, ensuring that SLA timelines are adhered to. The rule can be set to change the assignment of the case to a higher tier support group or individual when the case remains open past the SLA threshold.
Reference: Salesforce Escalation Rules

質問 # 78
The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?

A. Develop custom training materials and conduct internal workshops for agent familiarization.
B. Utilize Trailhead online modules and Salesforce documentation for independent learning.
C. Leverage partner resources and certified consultants for specialized training and implementation guidance.
D. Implement Premier Support with dedicated access to expert consultants and proactive issue resolution.

正解：D

解説：
Implementing Premier Support is the most suitable option for ongoing training and support for agents using the new Salesforce Contact Center system. Premier Support provides organizations with dedicated access to Salesforce experts and consultants who offer specialized training, proactive issue resolution, and continuous support. This level of support ensures that agents are well-equipped to use the system efficiently and can resolve any issues quickly, enhancing their overall effectiveness and comfort with the system.
References: https://www.salesforce.com/support/plans/

質問 # 79
The customer wants to minimize disruption during rollout. Which release management technique is most suitable?

A. Rolling updates with gradual user onboarding to the new system.
B. Weekend or after-hours deployment to minimize impact on regular operations.
C. Full system outage for complete implementation and configuration.
D. A combination of rolling updates and minimal downtime deployment techniques.

正解：D

解説：
To minimize disruption during the rollout of a new system, the most effective strategy is a combination of rolling updates and minimal downtime deployment techniques. This approach allows for gradual implementation and user adoption, ensuring that the system remains operational and that any issues can be addressed without significant impact on the overall operations.
References: https://help.salesforce.com/articleView?id=sf.release_planning.htm

質問 # 80
The IT team wants to integrate Salesforce with their existing CRM system. Which future functionality would facilitate this?

A. Migrate all Contact Center data into the existing CRM system to avoid integration complexity.
B. Implement point-to-point integrations with unique data mappings for each field.
C. Utilize standard Salesforce connectors and APIs for seamless data exchange.
D. Develop custom Apex code to synchronize data between the two systems.

正解：C

解説：
Reference: Salesforce Integration

質問 # 81
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