최신 Salesforce-Contact-Center 무료덤프 - Salesforce Contact Center Accredited Professional
You're deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?
정답: A
설명: (DumpTOP 회원만 볼 수 있음)
Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is:
1. Service Cloud Voice:
* Streamlines inbound and outbound calling within Salesforce,
eliminating context switching and improving agent productivity.
* Offers features like call recording, transcription, and click-to-dial for faster call handling.
2. Omni-Channel:
* Intelligently routes calls to the most qualified agents based on skills, availability, and workload, ensuring faster issue resolution.
* Provides real-time insights into agent performance and call metrics
for effective management.
3. Einstein Bots:
* Handles simple inquiries and FAQs, deflecting calls from agents and
reducing queue wait times.
* Can handle tasks like scheduling appointments, providing basic
account information, or collecting initial issue details, freeing up
agents for complex issues.
During a design workshop, Ursa Major Solar (UMS) indicates to a
consultant that many cases around the same topic, which is usually an
outage. Currently the customer service agents need to respond to each and every case separately, which takes a line amount of time. They would like to be able to collect these cases together and y message that would be received by all customers.
Which incident management feature should the consultant recommend
UMS the direct communication with customers?
1. Service Cloud Voice:
* Streamlines inbound and outbound calling within Salesforce,
eliminating context switching and improving agent productivity.
* Offers features like call recording, transcription, and click-to-dial for faster call handling.
2. Omni-Channel:
* Intelligently routes calls to the most qualified agents based on skills, availability, and workload, ensuring faster issue resolution.
* Provides real-time insights into agent performance and call metrics
for effective management.
3. Einstein Bots:
* Handles simple inquiries and FAQs, deflecting calls from agents and
reducing queue wait times.
* Can handle tasks like scheduling appointments, providing basic
account information, or collecting initial issue details, freeing up
agents for complex issues.
During a design workshop, Ursa Major Solar (UMS) indicates to a
consultant that many cases around the same topic, which is usually an
outage. Currently the customer service agents need to respond to each and every case separately, which takes a line amount of time. They would like to be able to collect these cases together and y message that would be received by all customers.
Which incident management feature should the consultant recommend
UMS the direct communication with customers?
정답: C
설명: (DumpTOP 회원만 볼 수 있음)
Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?
정답: A
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A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours Which set of functionalities should the consultant research in this case?
정답: B
설명: (DumpTOP 회원만 볼 수 있음)
Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?
정답: A
설명: (DumpTOP 회원만 볼 수 있음)
You need to configure reporting for bot performance analysis. Which metric best reflects customer satisfaction with the bot experience?
정답: D
설명: (DumpTOP 회원만 볼 수 있음)
The legal team emphasizes data security and compliance. How can future functionality address this?
정답: A
설명: (DumpTOP 회원만 볼 수 있음)
Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?
정답: B
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Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?
정답: A
설명: (DumpTOP 회원만 볼 수 있음)
Your case management design includes knowledge base article recommendations within cases. Which Salesforce feature facilitates this?
정답: C
설명: (DumpTOP 회원만 볼 수 있음)
For supervisors within a Service Cloud Voice environment using Amazon Connect, the ideal tools to track key performance indicators (KPIs) like calls answered, average handle time, and average speed to answer are:
Which functionality should a consultant recommend when a client wants to improve their service level quality and automatically push cases to an account's dedicated service agent?
Which functionality should a consultant recommend when a client wants to improve their service level quality and automatically push cases to an account's dedicated service agent?
정답: A
설명: (DumpTOP 회원만 볼 수 있음)
The correct steps for UC to create a service report with 50 object
references are
A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound conversations, which created a simple Omni-Channel flow for the bot What does the consultant need to specify to use this flow in the channel setting other than selecting the flow?
references are
A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound conversations, which created a simple Omni-Channel flow for the bot What does the consultant need to specify to use this flow in the channel setting other than selecting the flow?
정답: A
설명: (DumpTOP 회원만 볼 수 있음)
The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?
정답: C
설명: (DumpTOP 회원만 볼 수 있음)
The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?
정답: B
설명: (DumpTOP 회원만 볼 수 있음)
The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?
정답: D
설명: (DumpTOP 회원만 볼 수 있음)
Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?
정답: A
설명: (DumpTOP 회원만 볼 수 있음)
The customer needs real-time sentiment analysis during calls. Which third-party integration might be beneficial?
정답: C
설명: (DumpTOP 회원만 볼 수 있음)
The customer aims to automate repetitive tasks like case escalation. Which functionality can streamline this?
정답: C
설명: (DumpTOP 회원만 볼 수 있음)
The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?
정답: C
설명: (DumpTOP 회원만 볼 수 있음)
Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?
정답: A
설명: (DumpTOP 회원만 볼 수 있음)