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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Section	Objectives
Design	- Plan for omni-channel routing, automation, and integration. - Design scalable contact center solutions using standard Salesforce features. - Consider security, compliance, and data privacy requirements.
Optimization & Best Practices	- Apply best practices for user adoption, training, and change management. - Monitor and optimize contact center performance using reports and dashboards. - Troubleshoot common issues and iterate on solution design.
Discovery & Planning	- Define contact center strategy and roadmap. - Identify and understand customer business requirements, challenges, and goals related to contact center operations.
Implementation	- Configure and deploy Service Cloud features for contact center use cases. - Set up automation and AI-driven tools (e.g., Einstein Bots, macros, flows). - Implement omni-channel routing (voice, chat, email, social).

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최신 Accredited Professional Exams Salesforce-Contact-Center 무료샘플문제 (Q160-Q165):

질문 # 160
The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

A. First Contact Resolution (FCR) Rate
B. Customer Effort Score (CES)
C. Customer Lifetime Value (CLTV)
D. Net Promoter Score (NPS)

정답：B

설명：
Reference: Salesforce Blog on Customer Effort Score

질문 # 161
Your customer wants to personalize customer interactions based on past purchase history. How can you leverage future functionality?

A. Integrate with the CRM system to access customer data and personalize case handling approaches.
B. Utilize AI-powered case deflection tools to suggest personalized offers and upsell opportunities.
C. Introduce pre-built Knowledge Base articles recommending relevant products based on purchase history.
D. Implement dynamic routing based on purchase history to connect customers with appropriate agents.

정답：A

설명：
Integrating with the CRM system to access detailed customer data allows for the personalization of customer interactions based on past purchase history. This integration enables contact center agents to view customer profiles, previous interactions, and purchase history directly within their workflow, allowing them to tailor their communication and recommendations based on individual customer needs and preferences. This approach enhances customer satisfaction by making interactions more relevant and engaging.
References: https://help.salesforce.com/articleView?id=integrate_what_is_integration.htm

질문 # 162
You need to validate case closure accuracy and completeness. Which tool helps with this?

A. Case History review for completeness and verification of resolution details before final closure.
B. Data Validation Rules on case fields requiring specific formats or preventing invalid entries before closure.
C. Case Closure Rules automatically closing cases based on predefined criteria and ensuring required fields are filled.
D. All of the above, contributing to ensuring accurate and complete case closure for efficient data management.

정답：D

설명：
For configuring chatbots within a Contact Center, multiple platforms offer flexibility and diverse functionalities:A. Einstein Bots provide AI-powered conversation capabilities with templates tailored for various customer service scenarios.B. Flow Builder offers a visual interface for designing bot conversations, making it easy to customize logic and user interactions.C. Dialogflow and other third-party platforms can be integrated with Salesforce, offering advanced AI and NLP capabilities for complex interactions.Leveraging these platforms provides comprehensive options for creating and managing chatbots tailored to different needs and use cases within a Contact Center.
References: https://help.salesforce.com/articleView?id=sf.einstein_bots.htm

질문 # 163
The customer wants to minimize disruption during rollout. Which release management technique is most suitable?

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

정답：D

설명：
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.

질문 # 164
Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
How should an administrator provision the phone number to support this
functionality?

A. Provision a long code phone number on least 2 weeks before golive
B. Provision a toll free phone number at least 8 weeks before golive
C. Provision a short code phone number at least 8 weeks before golive

정답：A

설명：
Reference: Salesforce SMS Implementation Guide

질문 # 165
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