Salesforce Salesforce-Contact-Center 問題集

質問 1：
The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?
A. Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object
B. The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the
C. Create a flow that references the custom object.
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 2：
Validating Omni-Channel routing effectiveness involves monitoring agent workload. Which tool helps with this?
A. Omni-Channel dashboards displaying real-time agent activity and task queues.
B. Supervisor Console providing insights into agent status, chat transcripts, and performance metrics.
C. All of the above, offering comprehensive views of agent workload and queue distribution for optimizing routing.
D. Agent Workbench showing assigned tasks and workload across different channels.
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 3：
Your customer expects high call volume during peak hours. Which solution best ensures contact center scalability?
A. Implement custom Apex code for routing and case management.
B. Utilize a third-party call center solution integrated with Salesforce.
C. Increase agent resources without considering automation or process optimization.
D. Configure multiple queues and leverage Omni-Channel Routing for dynamic agent availability.
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 4：
Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?
A. Developing custom Apex code for routing logic.
B. Configuring queues with specific skills and availability requirements.
C. All of the above, working together for optimal Omni-Channel routing.
D. Implementing presence-based routing based on agent availability.
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 5：
The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?
A. Utilize Trailhead online modules and Salesforce documentation for independent learning.
B. Implement Premier Support with dedicated access to expert consultants and proactive issue resolution.
C. Leverage partner resources and certified consultants for specialized training and implementation guidance.
D. Develop custom training materials and conduct internal workshops for agent familiarization.
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 6：
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 Email
B. Broadcast Alert
C. Broadcast Site Banner
正解：B
解説: (Topexam メンバーにのみ表示されます)