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

문제1

The customer wants automated case escalation based on specific criteri
a. Which data model element plays a key role?

A. Workflow Rules configured with escalation steps and case field conditions.

B. Custom fields capturing escalation triggers like priority or SLA breaches.

C. Entitlements specifying service level agreements and associated escalation rules.

D. Process Builder sequences defining escalation actions and notifications.

정답: C

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문제2

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. Experience Site

B. Public Groups

C. Mass Email

정답: A

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문제3

Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?

A. Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.

B. Salesforce Data Loader for bulk data imports and basic field validation.

C. All of the above, offering various options for ensuring data quality and reliable metric interpretation.

D. Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.

정답: C

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문제4

The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?

A. Configure reports with filters to break down case resolution times by agent and case priority.

B. Implement custom dashboards with visualizations of overall case volume and agent performance.

C. Develop custom fields and reports to categorize cases by product and track resolution times per category.

D. Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.

정답: C

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문제5

Your self-service goals include improving user adoption and engagement. Which metric best reflects this objective?

A. Number of self-service articles viewed or downloaded by customers.

B. Customer satisfaction ratings and feedback on the self-service experience.

C. All of the above, providing a holistic view of self-service adoption, effectiveness, and user satisfaction.

D. Percentage of cases deflected through self-service channels and resolved without agent intervention.

정답: C

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문제6

The desired process of reassigning cases to a higher support tier when SLA timelines are breached.
Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to
accomplish this?

A. Hierarchical Sharing Settings on Calls

B. Pause/Resume Call Recording

C. Collaboration on Call Recordings

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

문제7

To validate email deliverability, you need to test spam filters and blacklists. Which tool helps with this process?

A. Email testing services like Mail Tester and GlockApps for analyzing email content and predicting spam filter activation.

B. Configuring SPF, DKIM, and DMARC authentication protocols to improve email deliverability reputation.

C. Monitoring email logs and delivery reports within Salesforce for identifying blocked or bounced emails.

정답: A

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문제8

The customer wants to streamline agent onboarding and training. Which feature promotes reusability and maintainability?

A. Design personalized training materials tailored to specific agent skill sets and needs.

B. Develop unique training guides and resources for each agent role and case type.

C. Leverage Service Cloud Knowledge articles with searchable information and step-by-step guides for common tasks.

D. Create standard operating procedures (SOPs) documented within Salesforce Knowledge Base articles.

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

문제9

The customer prioritizes cost optimization and efficient resource allocation. Which design aspect contributes to this?

A. Develop extensive custom functionalities with high implementation and maintenance costs.

B. Optimize agent schedules and routing based on real-time call volume and workload.

C. Leverage standard Salesforce features and pre-built functionalities to avoid custom development.

D. Implement resource-intensive automations without considering their impact on operational cost.

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

문제10

The customer requires secure access control for sensitive customer dat
a. Which data model element contributes to data security?

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.

정답: C

설명: (DumpTOP 회원만 볼 수 있음)

문제11

The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?

A. The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the

B. Create a flow that references the custom object.

C. Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

문제12

The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this?

A. Einstein Bots

B. Reports & Dashboards

C. Einstein Discovery

D. Analytics Cloud

정답: B

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문제13

To comply with the "Eliminate duplicate email attachments" setting while processing PDFs in a high-volume email environment, the consultant should consider this approach:
Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation.
How should a consultant recommend UC configure this solution?

A. Set up the organization's default business hours and create an escalation rule where the case matches the criteria associated with different business hours.

B. Create an Apex trigger that checks the default business hours and the business hours on an escalation.

C. Set up the organization's default business hours and set up another set of business ho the second option

정답: A

설명: (DumpTOP 회원만 볼 수 있음)

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

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