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

문제1

I ' d be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.
Ursa Major Solar has implemented Service Cloud Voice. After using it for several months, the customer service manager notices that agents rarely create a note that summarizes what was discussed during a phone call.
This has made it difficult to get an overview of what happened on a case.
What should a consultant suggest to help resolve this challenge?

A. Instruct agents to update their Presence Status to unavailable every timethey finish plane and put their status back to available ' after wrapping up

B. Set up the After Conversation Work component so that an agent has timeto write a summary of the call before being assigned new inbound callsagain.

C. A Build a flow solution that updates the agent ' s Presence status to unavailable so they have time to add notes, then put the status back to ' available ' after a certain period of time

정답: B

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문제2

Ursa Major Solar has recently completed testing of its upgrade to
Enhanced Digital Engagement channels. A consultant needs to now move
the WhatsApp number on the testing sandbox to production.
How should the consultant accomplish this?

A. Log a case with Salesforce Customer Support

B. Request a new number for the production org

C. Enter the existing number when creating the channel in production

정답: A

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문제3

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. C. 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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문제4

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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문제5

The customer needs real-time sentiment analysis during calls. Which third-party integration could be beneficial?

A. Genesys Cloud CX

B. Zoom

C. Google Cloud AI

D. Zendesk

정답: C

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문제6

The consultant should suggest UMS configure its Experience Cloud site to support the desired chat routing using the following approach:
Pass in the User ID field as a hidden pre-chat field and check the value of that field in an Omni-Channel flow to determine the routing destination.
The customer service manager at Universal Containers wants to implement a process to ensure cases that are not resolved in time get brought to the attention of more experienced service agents. A consultant has proposed to implement case escalation rules for this. Which best practice should the consultant observe when configuring case escalation rules?

A. Create a maximum of 25 Rule Entries to make the escalation rules easy tomaintain for an administrator.

B. Create a catch-all Rule Entry at the end of the sort order so that if no otherentry is met a case still gets evaluated.

C. Put the most complex escalation Rule Entry at the end of the sort order toimprove system performance.

정답: B

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문제7

Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?

A. Case History related list displaying all updates and changes made to a specific case record.

B. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.

C. Reporting tools showing trends and patterns in case data entry and field values.

D. Data Quality Rules automatically highlighting inconsistencies and missing information in case fields.

정답: B

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문제8

Validating Omni-Channel routing effectiveness involves monitoring agent workload. Which tool helps with this?

A. Agent Workbench showing assigned tasks and workload across different channels.

B. All of the above, offering comprehensive views of agent workload and queue distribution for optimizing routing.

C. Supervisor Console providing insights into agent status, chat transcripts, and performance metrics.

D. Omni-Channel dashboards displaying real-time agent activity and task queues.

정답: B

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문제9

The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?

A. System availability and uptime per customer expectations and service level agreements (SLAs).

B. Resource utilization and infrastructure costs associated with running the Contact Center.

C. Number of features or functionalities implemented within the system.

D. User satisfaction surveys and agent feedback on the new system.

정답: A

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문제10

Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?

A. All of the above, promoting operational efficiency and minimizing unnecessary resource usage.

B. Implement automated case categorization and routing to optimize agent utilization.

C. Develop custom dashboards for detailed agent performance analysis and identify areas for improvement.

D. Offer self-service options and chatbots to deflect simple inquiries and reduce call volume.

정답: A

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문제11

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

B. Set up the organization ' s default business hours and create an escalationrule where the case matches the criteria associated with different businesshours.

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

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

문제12

You're deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?

A. Providing agents with readily available customer context and browsing history within the chat interface.

B. Configuring clear opt-out options for customers within the chat window and on website landing pages.

C. All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.

D. Defining precise triggers for proactive chat engagement based on website visitor behavior and context.

정답: C

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문제13

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

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문제14

The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?

A. Providing regular system updates and patches to address bugs and improve performance.

B. Establishing a support channel for reporting issues and troubleshooting technical problems.

C. Conducting periodic user training sessions to familiarize users with new features and updates.

정답: C

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문제15

The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?

A. Einstein Bots

B. Case Management

C. Customer Community

D. Omni-Channel Routing

정답: B

설명: (DumpTOP 회원만 볼 수 있음)

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

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