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

You need to migrate complex workflows from your legacy system. Which tool facilitates this?

• A.Apex code development for custom scripting and advanced workflow logic implementation.
• B.Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
• C.All of the above, depending on the complexity and specific functionalities of the migrating workflows.
• D.Flow Builder with visual development environment for building complex automation and logic flows.

The marketing team wants to track the impact of social media campaigns on Contact Center volume. How can you measure this?

• A.Deploy sentiment analysis on customer interactions to gauge campaign reception.
• B.Monitor case mentions of specific campaign keywords and track resolution times.
• C.Analyze call origin information and identify calls originating from social media campaigns.
• D.Integrate social media platform data with Salesforce for customer journey analysis.

The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?

• A.Agent Average AHT
• B.Customer Effort Score (CES)
• C.First Contact Resolution (FCR) Rate
• D.Number of Escalated Cases

You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?

• A.Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
• B.Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
• C.All of the above, providing options for diverse bot functionalities and integration flexibility.
• D.Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.

Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is:
1. Service Cloud Voice:
* Streamlines inbound and outbound calling within Salesforce,
eliminating context switching and improving agent productivity.
* Offers features like call recording, transcription, and click-to-dial for faster call handling.
2. Omni-Channel:
* Intelligently routes calls to the most qualified agents based on skills, availability, and workload, ensuring faster issue resolution.
* Provides real-time insights into agent performance and call metrics
for effective management.
3. Einstein Bots:
* Handles simple inquiries and FAQs, deflecting calls from agents and
reducing queue wait times.
* Can handle tasks like scheduling appointments, providing basic
account information, or collecting initial issue details, freeing up
agents for complex issues.
During a design workshop, Ursa Major Solar (UMS) indicates to a
consultant that many cases around the same topic, which is usually an
outage. Currently the customer service agents need to respond to each and every case separately, which takes a line amount of time. They would like to be able to collect these cases together and y message that would be received by all customers.
Which incident management feature should the consultant recommend
UMS the direct communication with customers?

• A.Broadcast Alert
• B.Broadcast Email
• C.Broadcast Site Banner