学習スタイルは人それぞれです。GoShikenではSalesforce-Contact-Center対策として、印刷して使えるPDF版、本番環境を再現するデスクトップテストエンジン、ブラウザで手軽に取り組めるオンラインテストエンジンの3つの形式で、Salesforce Contact Center Accredited Professionalの練習問題210問をご用意しています。

Salesforce Salesforce-Contact-Center 試験概要:

Salesforce Salesforce-Contact-Center 試験シラバストピック:

Salesforce-Contact-Center試験に関するQ&Aまとめ

Salesforce Contact Center Accredited Professional 認定 Salesforce-Contact-Center 試験問題：

問題 #1

Your scenario includes deploying a new knowledge base for self-service customer support. Which channel- specific cut-over requirement promotes awareness and utilization?

A. Providing prominent access points to the new knowledge base across various customer-facing channels.
B. Integrating knowledge base articles within relevant chat conversations and case workflows.
C. Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.
D. All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.

問題 #2

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

問題 #3

Your bot design includes handoff to live agents for complex inquiries. Which feature facilitates this seamless transition?

A. Contextual handoff functionality preserving chat history and customer information for the agent.
B. All of the above, providing various options for smooth and informed handoff from bot to agent interactions.
C. Supervisor Console allowing supervisors to manually transfer chat sessions to specific agents.
D. Escalation Rules automatically transferring chat sessions to agents based on defined criteria.

問題 #4

You're given a list of project requirements including specific agent skill sets for case routing. Which tool helps validate this requirement is met within the deployed system?

A. Utilizing Process Builder workflows and Flow triggers to trace case routing logic and confirm alignment with required skill sets.
B. All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.
C. Running Case Assignment Rule reports and analyzing data to ensure cases are routed to agents with matching skills.
D. Manual testing by assigning cases to agents and verifying routing based on pre-defined skill sets.

問題 #5

You have identified two personas for your Contact Center: experienced agents and new hires. How can future functionality cater to both groups?

A. Design a flexible interface that adapts to different skill levels and learning styles.
B. Develop advanced automation tools for experienced agents and basic training resources for new hires.
C. Implement separate knowledge bases with content tailored to each persona's experience level.
D. Offer personalized dashboards with relevant metrics and performance insights for each agent.

解説：