Salesforce Salesforce-Contact-Center資料勉強: Salesforce Contact Center Accredited Professional - MogiExam高効率試験対策準備のために

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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	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.
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	Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.

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Salesforce Contact Center Accredited Professional 認定 Salesforce-Contact-Center 試験問題 (Q113-Q118):

質問 # 113
Which standard field options should a consultant recommended form for In-App Messaging?

A. First Name, Last Name, Email Order Number
B. First Name, Last Name, Emil Subject
C. First Name Last Name Email Account Number

正解：C

解説：
For In-App Messaging, the recommended standard field options to include are First Name, Last Name, Email, and Account Number. These fields ensure that customer service agents have the essential information needed to identify and authenticate the customer, facilitating a more personalized and efficient service interaction. The Account Number is particularly crucial as it provides a direct link to the customer's specific details and transaction history within the company's systems.

質問 # 114
The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?

A. Providing regular system updates and patches to address bugs and improve performance.
B. Conducting periodic user training sessions to familiarize users with new features and updates.
C. Establishing a support channel for reporting issues and troubleshooting technical problems.

正解：B

解説：
To ensure effective ongoing support and maintenance after the rollout of a Salesforce project, all the elements listed are essential: A. Establishing a support channel is crucial for a responsive troubleshooting and issue- reporting mechanism. B. Regular system updates and patches are necessary to maintain system health and performance, ensuring that bugs are fixed and improvements are implemented regularly. C. Periodic user training sessions help users stay up-to-date with new features and updates, which is essential for maximizing the adoption and utility of the system.
Collectively, these elements create a robust support structure that facilitates continuous improvement and user engagement. Salesforce offers guidance on establishing these elements in their best practices for system maintenance and user training.
More about ongoing support and maintenance best practices can be found here:https://admin.salesforce.com/

質問 # 115
You need to test email responsiveness on different devices. Which platform facilitates multi-device testing?

A. Salesforce Inbox previewing emails on desktop and mobile versions.
B. Developer tools in web browsers for inspecting email rendering on various devices.
C. Utilizing Email Preview tool in Salesforce Marketing Cloud for cross-device rendering checks.
D. Sending test emails to personal accounts with different devices and platforms.

正解：C

解説：
The Email Preview tool in Salesforce Marketing Cloud is specifically designed to facilitate multi-device testing. This tool allows you to preview and test how emails will render across different devices, ensuring that your email campaigns look good and function properly no matter what device your recipients are using. This capability is essential for effective email marketing campaigns and customer communications, making "D. Utilizing Email Preview tool in Salesforce Marketing Cloud for cross-device rendering checks" the best option for testing email responsiveness on different devices.
Reference: Salesforce Marketing Cloud Email Studio

質問 # 116
Based on the scenario and considering regulatory limitations, the most suitable messaging channel for Ursa Major Solar (UMS) to proactively initiate conversations with previous contact center customers is Messaging for Web.
An insurance company handles a large volume of cases every year. The companies communicate with the customer and other third parties through related cases und the same customer issue. Currently, they find it confusing to follow the count appears from different people and channels.
What should a consultant utilize to design a solution so the common is easier to follow, but still relatable to the original customer case?

A. Case Comments
B. Chatter
C. Case Hierarchy

正解：C

解説：
To manage a large volume of cases and the associated communication threads effectively, the consultant should implement a Case Hierarchy. Case Hierarchy allows the organization to link related cases, making it easier to track all communication concerning a customer issue across different cases and channels. This structure helps in maintaining a clear and organized overview of the case progression, facilitating easier follow-up and resolution. Case Hierarchy is particularly beneficial in environments where cases often involve multiple interactions over a range of related issues.
Reference: Organizing Cases in Salesforce

質問 # 117
The correct answer is Provision a long code phone number at least 2weeks before go-live.
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS ' s junior agents to handle only two chat requests at a time?

A. The correct answer is Create and assign a new Presence Configuration.
B. Create and assign a new Presence Status
C. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.

正解：C

解説：
Reference: Salesforce Omni-Channel Settings

質問 # 118
......

最近の数年間で、IT領域の継続的な発展と成長に従って、Salesforce-Contact-Center認証試験はもうSalesforce試験のマイルストーンになりました。SalesforceのSalesforce-Contact-Center「Salesforce Contact Center Accredited Professional」の認証試験はあなたがIT分野のプロフェッショナルになることにヘルプを差し上げます。SalesforceのSalesforce-Contact-Centerの試験問題を提供するウェブが何百ありますが、なぜ受験生は殆どMogiExamを選んだのですか。それはMogiExamにはIT領域のエリートたちが組み立てられた団体があります。その団体はSalesforceのSalesforce-Contact-Centerの認証試験の最新の資料に専攻して、あなたが気楽にSalesforceのSalesforce-Contact-Centerの認証試験に合格するためにがんばっています。MogiExamは初めにSalesforceのSalesforce-Contact-Centerの認証試験を受けるあなたが一回で成功することを保証します。MogiExamはいつまでもあなたのそばにいて、あなたと一緒に苦楽を共にするのです。

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