最新的Accredited Professional Exams認證 Salesforce-Contact-Center考試題庫

問題1

To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter ' s limitations:
A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.
Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

A. Average Handle Time

B. Average Resolution Time

C. Average Cases per Agent

正確答案: A

說明：（僅 VCESoft 成員可見）

問題2

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

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

正確答案: D

說明：（僅 VCESoft 成員可見）

問題3

You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?

A. Omni-Channel dashboards providing real-time insights and basic trend visualization.

B. Einstein Analytics with advanced data blending, predictive modeling, and visual storytelling capabilities.

C. Salesforce Reporting with basic filters and data grouping for analysis.

D. All of the above, depending on the desired level of data exploration, predictive insights, and visual representations.

正確答案: D

說明：（僅 VCESoft 成員可見）

問題4

The scope includes integration with legacy systems. Which factor should be carefully considered in the release plan?

A. The availability and responsiveness of IT teams responsible for legacy systems.

B. Development of custom Apex code for data exchange with legacy systems.

C. Potential data migration challenges and ensuring data integrity during integration.

D. All of the above, requiring careful planning and consideration for potential complexities.

正確答案: D

說明：（僅 VCESoft 成員可見）

問題5

You're deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?

A. Training agents on using the social media listening tool to effectively engage with customers and address concerns.

B. All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.

C. Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.

D. Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.

正確答案: B

說明：（僅 VCESoft 成員可見）

問題6

The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?

A. Leverage partner resources and certified consultants for specialized training and implementation guidance.

B. Develop custom training materials and conduct internal workshops for agent familiarization.

C. Implement Premier Support with dedicated access to expert consultants and proactive issue resolution.

D. Utilize Trailhead online modules and Salesforce documentation for independent learning.

正確答案: C

說明：（僅 VCESoft 成員可見）

問題7

You need to validate case closure accuracy and completeness. Which tool helps with this?

A. Data Validation Rules on case fields requiring specific formats or preventing invalid entries before closure.

B. All of the above, contributing to ensuring accurate and complete case closure for efficient data management.

C. Case History review for completeness and verification of resolution details before final closure.

D. Case Closure Rules automatically closing cases based on predefined criteria and ensuring required fields are filled.

正確答案: B

說明：（僅 VCESoft 成員可見）

問題8

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

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

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

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

正確答案: C

說明：（僅 VCESoft 成員可見）

問題9

The customer wants to track metrics across different case types and channels. Which reporting element helps with data standardization and analysis?

A. Utilize standard case fields and reporting tools to categorize and analyze data across the board.

B. Employ third-party analytics tools with independent data structures and visualizations.

C. Develop custom reports with unique data models for each case type and channel.

D. Implement separate dashboards for each channel and case type with customized metrics.

正確答案: A

說明：（僅 VCESoft 成員可見）

問題10

You need to validate call recording functionality. Which Salesforce tool assists with this?

A. Configuring Voice Call Transcripts to generate automatic text summaries of recorded calls.

B. Monitoring call logs and reports within Salesforce for recorded call availability.

C. Utilizing the Call History related list on Case records to access and play recordings.

D. All of the above, providing various options for accessing, playing, and reviewing call recordings.

正確答案: D

說明：（僅 VCESoft 成員可見）

問題11

The legal team emphasizes data security and compliance. How can future functionality address this?

A. Conduct regular security audits and vulnerability assessments to identify potential risks.

B. Encrypt customer data at rest and in transit to protect against unauthorized access.

C. All of the above, combined for a comprehensive approach to data security and compliance.

D. Implement field-level security to restrict access to sensitive data based on user roles and permissions.

正確答案: C

說明：（僅 VCESoft 成員可見）

問題12

Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data What does a consultant need to keep in mind while using data loader?

A. Only Apex triggers are executed

B. Automated processes are not executed

C. Automated processes are executed by default

正確答案: B

說明：（僅 VCESoft 成員可見）

問題13

The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?

A. Reports & Dashboards

B. Field History Tracking

C. Einstein Discovery

D. Process Builder

正確答案: A

說明：（僅 VCESoft 成員可見）

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