최신 Salesforce-Contact-Center 무료덤프 - Salesforce Contact Center Accredited Professional

A. Analyzing system logs and resource utilization data to identify performance bottlenecks and resource constraints.

B. All of the above, providing a holistic view of system performance and adherence to defined responsiveness and load handling requirements.

C. Utilizing performance testing tools to simulate user activity and analyze response times, throughput, and stability under load.

D. Monitoring agent feedback and user experience reports for any performance issues or service delays after deployment.

A. Implementing message throttling and rate limiting to prevent overwhelming customers with SMS alerts.

B. All of the above, contributing to reliable and effective SMS communication with customers.

C. Validating customer phone numbers and carrier compatibility before activating the SMS channel.

D. Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications.

A. Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.

B. Salesforce Knowledge articles with categorization and tagging for easy customer search.

C. All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.

D. Einstein Search for intelligent article recommendations based on customer keywords and context.

A. Salesforce Data Loader for bulk data imports and mapping.

B. Data Migration Assistant (DMA) tool for analyzing data format and compatibility.

C. Data Quality Rules within Salesforce highlighting inconsistencies and missing information.

D. Custom Apex code scripts developed to assess and clean legacy data for migration.

A. All of the above, depending on the desired complexity and automation level of case updates.

B. Flow Builder with visual interface for designing automated processes and case updates triggered by interactions.

C. Process Builder sequences defining automated actions and data updates based on triggers and conditions.

D. Workflow Rules triggering email notifications and case updates based on specific events or field changes.

A. Store all customer data in one field without any segregation or access control mechanisms.

B. Implement third-party data encryption solutions for additional security layers.

C. Configure field-level security to grant selective access to sensitive data based on user roles and permissions.

D. Utilize custom fields to capture all types of customer information without access restrictions.

A. Utilize pre-built Salesforce connectors and APIs for seamless data exchange with external systems.

B. Implement point-to-point integrations with each system, requiring ongoing customization and management.

C. Develop custom code for each integration, creating independent data silos and complex maintenance needs.

D. Avoid integrations altogether and maintain separate data environments for different functionalities.

A. A combination of rolling updates and minimal downtime deployment techniques.

B. Rolling updates with gradual user onboarding to the new system.

C. Weekend or after-hours deployment to minimize impact on regular operations.

D. Full system outage for complete implementation and configuration.

A. All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.

B. Customizing the dashboard layout and visualizations to align with agent preferences and needs.

C. Providing comprehensive training on the dashboard features and metrics for agents.

D. Making the dashboard easily accessible and readily available within the agent interface.

A. Net Promoter Score (NPS)

B. Case Resolution Rate

C. Average Contact Handle Time (AHT)

D. Customer Satisfaction (CSAT) Score

A. Omni-Channel Flow

B. Dialog

C. Queue

A. conversation Component in Service Console

B. Caller Contact record in Salesforce

C. Amazon Connect Dashboard