Salesforce-Contact-Center공부자료 - Salesforce-Contact-Center최고품질덤프문제보기

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Salesforce Salesforce-Contact-Center 시험요강:

주제	소개
주제 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.
주제 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.
주제 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.
주제 4	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.

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Salesforce-Contact-Center공부자료 완벽한 시험대비 인증덤프

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최신 Accredited Professional Exams Salesforce-Contact-Center 무료샘플문제 (Q29-Q34):

질문 # 29
While the stakeholders might not be familiar with the term " Continuous Integration, " outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily convince them of its value for the Contact Center project. Here are some specific points to highlight Ursa Major Solar wants a consultant to design a solution that will blow its customers take detailed questions about a product ' s functionality. The customer should be able subject-matter experts and interact with IT support through available channels in real time.
Which feature should the consultant use to accomplish this?

A. Mass Email
B. Experience Site
C. Public Groups

정답：B

설명：
Reference: https://help.salesforce.com/s/articleView?id=sf.networks_overview.htm

질문 # 30
Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?

A. All of the above, enabling seamless integration and routing of social media interactions within the Contact Center.
B. Omni-Channel routing rules directing social media messages to qualified agents based on content and context.
C. Salesforce Social Studio for managing social media engagement and customer inquiries.
D. Flow Builder with social media connectors for creating automated processes in response to social interactions.

정답：A

설명：
Integrating social media channels into Omni-Channel requires a blend of Salesforce capabilities: A.
Salesforce Social Studio manages engagement and inquiries across social media platforms.B. Flow Builder allows for the creation of automated processes that respond to social media interactions.C. Omni-Channel routing rules can be configured to direct social media messages to the most appropriate agents based on the content and context.This combination of tools facilitates effective integration and management of social media interactions within a Contact Center environment.
References: https://help.salesforce.com/articleView?id=social_studio.htm

질문 # 31
Based on Ursa Major Solar ' s goals of strengthening loyalty, increasing case deflection, and improving customer retention, the most suitable Experience Cloud template is the Customer Service template. Here ' s why:
During a workshop with a client, a consultant is made aware that the client wants to content social media strategy for their Contact Center. They want to allow their customers to message them through Facebook and also require the possibility for the customer to make posts on the company Facebook page. They do not want to create a case for every comment on their Facebook page, as some of the posts do not need a response.
Which set of solutions should the consultant recommend for all the criteria to met?

A. Social Customer Service and ISV partner solution
B. Digital Engagement and Social Studio
C. Digital Engagement and ISV partner solution

정답：B

설명：
For the client ' s requirements of managing customer interactions via Facebook without creating a case for every comment, the best solution set is Digital Engagement and Social Studio. Digital Engagement provides tools to manage and support customer communications across digital channels, including Facebook messaging. Social Studio, part of the Salesforce Marketing Cloud, allows for comprehensive social media management, enabling the client to monitor, post, and engage with customers on their Facebook page efficiently. This combination ensures that only relevant interactions lead to case creation, streamlining the response process and reducing unnecessary workload.
Reference: Digital Engagement on Salesforce and Social Studio

질문 # 32
The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?

A. Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.
B. Configure case fields to capture customer tier and contract details for manual prioritization.
C. Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.
D. Develop custom formulas to calculate customer loyalty and contract value score.

정답：A

설명：
Reference: Salesforce Automation for Case Escalation

질문 # 33
The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.
An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue What is the reason for the work that was already in the queue not being pushed to agents?

A. The type of work that was in the queue is not in the Selected Objects list on the queue under Supported Objects
B. The Apply to existing records in queue option was not selected.
C. Records that exist in a queue prior to Omni-Channel routing activation will not be pushed to an agent.

정답：C

설명：
When Omni-Channel routing is activated on a queue for the first time, existing records in that queue will not automatically be pushed to agents. This is because Omni-Channel only starts routing work items that arrive in the queue after its activation. Any work that was already in the queue prior to enabling Omni-Channel will need to be manually reassigned or triggered to enter the Omni-Channel routing process.

질문 # 34
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