認定する-権威のあるSalesforce-Contact-Center日本語講座試験-試験の準備方法Salesforce-Contact-Centerソフトウエア

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Salesforce-Contact-Center学習資料の内容はすべて、Salesforce長年にわたる試験の概要と業界の発展動向に基づいて、Tech4Exam業界の専門家によって編集されています。 Salesforce-Contact-Center試験ガイドは、単なるテスト問題のパッチワークではなく、独自のシステムと階層レベルを備えているため、ユーザーは効果的に改善できます。 Salesforce-Contact-Center学習資料には、さまざまな被験者の特性と範囲に応じて試験の専門家が作成したテストペーパーが含まれています。 また、Salesforce-Contact-Center試験の質問で勉強すると、Salesforce Contact Center Accredited Professional試験に合格することになります。

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
  • 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 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
  • 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 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 Center Accredited Professional 認定 Salesforce-Contact-Center 試験問題 (Q133-Q138):

質問 # 133
Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.
How should a consultant implement these requirements?
Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.
Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.
Which recommendation should the consultant make to improve this?

正解：C

解説：
To implement the requirement of passing the Customer ID and visited URL in Ursa Major Solar's Messaging for Web, the consultant should create a contact custom field for the customer ID and a case custom field for the visited URL. These fields should then be added to the pre-chat form, and the Salesforce code embedded on the help site should be modified to automatically set these values when a conversation starts. This setup allows for the capture and use of specific customer and interaction data, enhancing personalization and relevance of support interactions initiated through the web messaging channel.
Reference: https://help.salesforce.com/s/articleView?id=sf.chat_prechat_details.htm To address the issue of service call spikes and long customer wait times, the consultant should recommend implementing an SMS Digital Channel and redirecting customers from phone to SMS. This digital channel allows for more flexible and asynchronous communication, which can help manage the volume of incoming queries more efficiently than voice calls alone. Implementing SMS also provides customers with a convenient and accessible way to receive support, potentially reducing the pressure on the phone channel during peak times.
Reference: https://help.salesforce.com/s/articleView?id=sf.messaging_channels_setup_sms.htm


質問 # 134
You have identified two personas for your Contact Center: experienced agents and new hires. How can future functionality cater to both groups?

正解：C

解説：
To cater to both experienced agents and new hires effectively within a contact center, designing a flexible interface that adapts to various skill levels and learning styles is crucial. This approach ensures that the system is intuitive for new hires, providing an easier learning curve, while still offering advanced features and shortcuts that experienced agents can utilize to increase efficiency. A flexible interface helps in maintaining high productivity across all agent profiles by allowing users to customize and configure their workflows according to their proficiency.
References: https://help.salesforce.com/articleView?id=sf.interface_customize_ui.htm


質問 # 135
You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?

正解：B

解説：
Sharing Contact Center metrics with external stakeholders can be managed through various Salesforce features, depending on the specifics of the requirement. Exporting reports and dashboards provides a straightforward method of sharing data. Salesforce Sharing Settings allow for controlled access to specific dashboards and reports. Custom Apex development can create highly secure data sharing portals tailored to precise needs. Therefore, "D. All of the above, depending on the security requirements, desired level of control, and complexity of data access needs" is the best answer, offering flexibility and security in data sharing.
Reference: Salesforce Data Sharing and Security


質問 # 136
You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?

正解：B

解説：
Efficiently managing the transition of social media messaging in a new routing setup involves several strategies:A. Pre-populating agent dashboards with relevant information enhances readiness to handle incoming interactions effectively.B. Ensuring seamless continuity of ongoing conversations during the cut- over minimizes disruption to customer communications.C. Automating case creation and assignment based on social media content and customer profiles streamlines the response process.Combining these approaches ensures that social media inquiries are managed smoothly and efficiently during and after the transition.
References: https://help.salesforce.com/articleView?id=sf.social_customer_service_setup.htm


質問 # 137
Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data What does a consultant need to keep in mind while using data loader?

正解：A

解説：
Reference: Salesforce Data Loader Guide


質問 # 138
......

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