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

문제1

The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?

A. Net Promoter Score (NPS)

B. Case Resolution Rate

C. Average Contact Handle Time (AHT)

D. Customer Satisfaction (CSAT) Score

정답: A

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문제2

Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?

A. All of the above, forming a multi-layered security approach for data exchange with external systems.

B. Field-Level Encryption selectively encrypting sensitive data fields within the bot's data storage.

C. Secure Sockets Layer (SSL) encryption protecting data transmission between the bot and external systems.

D. API authentication mechanisms ensuring authorized access and verification for data exchange.

정답: A

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문제3

You're migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?

A. File attachments within Salesforce case records.

B. Salesforce Content Management System (CMS) for document and asset management.

C. Salesforce Platform Events or Queues for real-time data streaming and storage.

D. External cloud storage with Salesforce integration.

정답: D

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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

While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?

A. Facebook Messenger

B. Messaging for In-App

C. SMS Messaging

정답: A,B,C

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문제6

To ensure a successful digital transformation with a multi-channel strategy, engaging the right stakeholders during the discovery phase is crucial.
Here's the breakdown of the options and why the most suitable choice is:
Option 3: VP of Customer Experience; VP of Service; IT Leadership.
Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?

A. Average handling time, number of calls answered, customer satisfaction an training time

B. Average response time, cost per call, deflection rate, and employee training lime

C. Revenue growth number of repeat customers, net promoter source, and employer le

정답: A

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문제7

The customer requires advanced customization for specific workflows. What is the best approach?

A. Third-party development

B. Custom Apex coding

C. Out-of-the-box configuration

D. Salesforce Flow

정답: B

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문제8

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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문제9

Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot.
How should a consultant suggest UMS configure its Experience Cloud site to support this?

A. Create a Page Variation for each page where the chat is offerest one for authenticated one for guest users to alter the routing destination

B. Use conditional visibility on the Embedded Messaging component to show one for the users and one for guest users to alter the routing destination

C. Pass in the User ID field as a hidden pre-chat field and check the vice of that le Channel flow to determine the routing destination

정답: C

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문제10

Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?

A. Process Builder sequences defining IVR menus and routing options based on caller selections.

B. Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.

C. All of the above, depending on the complexity of the desired IVR functionalities.

D. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.

정답: D

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문제11

Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?

A. Einstein Bots with natural language processing and conversational AI capabilities.

B. All of the above, providing various options for building and integrating chatbots into your self-service experience.

C. Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.

D. Flow Builder with chatbot elements for building conversational interfaces within flows.

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

문제12

Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

A. User feedback surveys and rating systems on Knowledge articles to gather direct customer input.

B. Salesforce Reports with filters for user searches and article views to assess popularity and engagement.

C. Quality assurance reviews by internal teams or external testing services to validate content accuracy.

D. All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience.

정답: D

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문제13

The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system to Salesforce.
A consultant has noticed that agents always open the contact record first when they are routed a new Email-to-Case before they do anything else What should the consultant set up to make this more efficient for agents?

A. Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact

B. Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen

C. Edit the Case page layout to embed the Contact Details component on the Case page Pop action

정답: A

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문제14

The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?

A. Utilize standard Salesforce Reports and Dashboards for basic data visualization.

B. Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration.

C. Leverage external data warehouse solutions for data storage and complex queries.

D. Implement Einstein Analytics for AI-powered insights and predictive analysis.

정답: B

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문제15

To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:
1. Omni-Channel Flow:
* This is the primary type used to route the conversation from the bot to the queue.
* The consultant can build a flow with a specific action to "Route Work Item."
* This action allows you to specify the target queue where the conversation will be directed.
2. Dialog: (Optional)
* While not required for basic transfers, dialogs can be used to
enhance the user experience during the transfer process.
* For example, the consultant can create a dialog that informs the
customer about the need to transfer the conversation to a live agent
and provides estimated wait times.
* Additionally, the dialog can collect any necessary information from the customer before transferring the case to the queue.
A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.
Which tool should the consultant use?

A. Data Loader

B. Data Import Wizard

C. Salesforce REST API

정답: A

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문제16

The environments that should have a two-way deployment connection in
this scenario are Test Sandbox and Production Org.
Which requirement needs to be met to perform a quick deployment for
change sets or Metadata API components without testing the full
deployment?

A. Tests in the org or al local tests are run and Apex trigger have some coverage

B. Each class and trigger that was deployed is covered by at least 75% jointly

C. Components have been validated successful for the target event within least
70 days

정답: B

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문제17

Validating email functionality involves testing delivery and content accuracy. Which tool helps with email address verification?

A. Einstein Validation Service for real-time email address verification during data entry.

B. Data Loader functionality for bulk email address validation against external databases.

C. Salesforce Reports with filters to identify cases with invalid email addresses.

D. Salesforce Sandbox environment for sending test emails and verifying recipient details.

정답: D

설명: (DumpTOP 회원만 볼 수 있음)

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

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