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

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 Import Wizard
• B.Salesforce REST API
• C.Data Loader

Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?

• A.Data Import Wizard with duplicate prevention settings during bulk data importing.
• B.Matching rules defining criteria for identifying and merging duplicate records.
• C.All of the above, working together to prevent duplicate records and ensure data integrity after migration.
• D.Workflow Rules automatically triggering deduplication logic based on specific data fields.

Your project requires migrating customer data with multiple language variations. Which data preparation step helps maintain language consistency and accuracy?

• A.Manually reviewing and verifying the language and character consistency of customer data before migration.
• B.Configuring the new system to recognize and handle different language formats and encoding standards for accurate import.
• C.Utilizing data validation rules to flag and correct inconsistencies in customer record language formats and character sets.
• D.All of the above, contributing to a seamless transition with accurate representation of multilingual customer data.

The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?

• A.Web Service API
• B.OmniScript
• C.Knowledge Base
• D.Process Builder

The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.
A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.
The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging Which capability should a consultant recommend?

• A.The Messaging for Agents guided flow in the Service Console
• B.Quick Texts for Messaging in the Service Console
• C.Interactive Messaging Components in the Service Connect