Salesforce-Contact-Center通過考試 - Salesforce-Contact-Center題庫下載

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Salesforce Salesforce-Contact-Center 考試大綱：

主題	簡介
主題 1	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.
主題 2	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.
主題 3	Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.
主題 4	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.

>> Salesforce-Contact-Center通過考試 <<

Salesforce Salesforce-Contact-Center題庫下載，Salesforce-Contact-Center套裝

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最新的 Accredited Professional Exams Salesforce-Contact-Center 免費考試真題 (Q96-Q101):

問題 #96
The reason why the work that was already in the queue is not being pushed to agents is:
The " Apply to existing records in queue " option was not selected.
At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer ' s question and the provided answer What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?

A. Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions
B. Use Quick Text to allow agents to create personal Quick Texts for answers they alternate
C. A Use Slack to allow agents to share best practices in responding to customer questions

答案：A

解題說明：
To improve the case close process at Ursa Major Solar and make solving future customer cases more efficient, a consultant should propose using Salesforce Knowledge. By storing summarized questions and answers in Salesforce Knowledge, agents can quickly access and reuse this information for similar future inquiries. This approach not only saves time but also promotes consistency in customer responses and enhances the overall quality of support.
References: https://help.salesforce.com/articleView?id=sf.knowledge_create_articles.htm

問題 #97
Universal Containers (UC) requires agents to use their mobile devices as part of the daily operations. In order to do that, agents need a service app that can be published on AppExchange. Which kind of environment should UC use to develop and deploy this app on Appexchange?

A. Sandbox
B. Scratch org (correct)
C. Source org

答案：B

解題說明：
Reference: Salesforce Developer Documentation on Scratch Orgs

問題 #98
While manually changing presence status is an option, it ' s not the most ideal solution for Ursa Major Solar ' s concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?

A. Facebook Messenger
B. SMS Messaging
C. Messaging for In-App

答案：A,B,C

解題說明：
Reference: https://www.salesforce.com/products/marketing-cloud/best-practices/push-notification-strategy/

問題 #99
The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?

A. Estimated Wait Time activated, Event Flow routing Business Hours set,and Lite Shoe class in the Pre- Chat form
B. Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Timeactive and Business Hours added to the Embedded Deployment
C. Business Hours active, Estimated Wait Time activated Omni-ChannelQueue of flows and custom Business Hours Messaging in the flow

答案：B

解題說明：
To enhance the customer experience for Messaging for Web, several configurations are needed:
* Business Hours: Must be active to inform customers about service availability during specific hours.
* Omni-Channel Queue or Flow: Required for managing and routing customer interactions.
* Estimated Wait Time: Should be activated to display expected wait times to customers, helping manage their expectations.
* Business Hours added to the Embedded Deployment: Ensures that the chat functionality reflects the correct availability times and conditions outside business hours.
Reference: Salesforce Omni-Channel Management

問題 #100
Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?

A. Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
B. Process Builder sequences triggering automated case creation and assignment based on data triggers.
C. Case Assignment Rules defining criteria for routing cases to specific queues or agents.
D. All of the above, working together for dynamic case assignment and escalation based on context and priority.

答案：D

解題說明：
Assigning cases based on skill sets and urgency in Salesforce can be effectively managed by utilizing a combination of features. Case Assignment Rules can be used to route cases based on predefined criteria, Process Builder can automate the assignment based on complex data triggers, and Escalation Rules handle the prioritization based on urgency. "D. All of the above, working together for dynamic case assignment and escalation based on context and priority" describes the integrated approach necessary for effectively managing case assignments and escalations.
Reference: Salesforce Case Management

問題 #101
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