Salesforce-Contact-Center 試験問題を無料オンラインアクセス

While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:
Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.
Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time How should a consultant recommend implementing this requirement?

• A.Create an Apex trigger to check agent holidays
• B.Set up Support Holidays to specify holidays.
• C.Create additional holiday rules in the SLAs

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 Case page layout to embed the Contact Details component on the Case page Pop action
• B.Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact
• C.Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen

The customer aims to automate repetitive tasks like case escalation. Which functionality can streamline this?

• A.Entitlement Management
• B.Case Escalation Matrix
• C.Omni-Channel Routing
• D.Workflow Rules

The consultant should recommend the company utilize Flow Settings in
Email-to-Case to meet their requirements.
A customer service manager wants to implement a process where a case
gets reassigned to a higher support tier if it is not resolved within a given service-level agreement (SLA) timeline.
Which solution should a consultant propose to set this process up?

• A.The consultant should propose creating an Escalation Rule Entry to set up
• B.Create a Quick Action for escalating a case and set up Conditional
  Visibility Rude to show the Quick Action after a case has passed SLA times Create a record-triggered flow that gives cases an escalated status if it is still open a pa A times.
• C.Create an Escalation Rule Entry and configure it so that cases get an escalated status of the case is still open after passing SLA times.

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 Resolution Time
• B.Average Cases per Agent
• C.Average Handle Time