最新なSalesforce Salesforce-Contact-Center問題集（210題）、真実試験の問題を全部にカバー！

質問 1：
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
正解：C
解説: (Pass4Test メンバーにのみ表示されます)

質問 2：
Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?
A. All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.
B. Manually reviewing and adjusting internal links and formatting within each article before migration.
C. Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.
D. Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.
正解：A
解説: (Pass4Test メンバーにのみ表示されます)

質問 3：
The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?
A. Knowledge Base
B. OmniScript
C. Process Builder
D. Web Service API
正解：A
解説: (Pass4Test メンバーにのみ表示されます)

質問 4：
Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?
A. Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem- solving.
B. Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.
C. All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.
D. Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.
正解：C
解説: (Pass4Test メンバーにのみ表示されます)

質問 5：
The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?
A. Implement Einstein Bots to handle email communication and automate basic customer interactions.
B. Configure outbound email integrations with pre-built templates for invoices and case summaries.
C. Develop custom Apex code for automated email triggers and attachments.
D. Utilize Process Builder with predefined rules for email notifications based on case updates.
正解：D
解説: (Pass4Test メンバーにのみ表示されます)

質問 6：
You need to migrate complex workflows from your legacy system. Which tool facilitates this?
A. Flow Builder with visual development environment for building complex automation and logic flows.
B. Apex code development for custom scripting and advanced workflow logic implementation.
C. All of the above, depending on the complexity and specific functionalities of the migrating workflows.
D. Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
正解：C
解説: (Pass4Test メンバーにのみ表示されます)

質問 7：
While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar ' s goal of connecting customers with subject-matter experts (SMEs) for real-time, detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for Web.
A consultant is preparing post-implementation training material for the agents and supervisors in an environment that uses Service Cloud Voice with Amazon Connect. Supervisors need to track key performance indicators (KPIs), such as calls answered. average handle time, and average speed to answer.
Where should the consultant point supervisors to track these KPIs?
A. Service Cloud Voice Analytics App and Omni Supervisor Console
B. Omni Supervisor Console and Amazon Supervisor Dashboard
C. Service Cloud Voice Analytics App and Amazon Supervisor Dashboard
正解：A
解説: (Pass4Test メンバーにのみ表示されます)

質問 8：
The customer values user adoption and training. Which element should be prioritized in the implementation plan?
A. Comprehensive change management and communication strategy.
B. End-to-end user training programs and support resources.
C. Extensive technical documentation and configuration guides.
D. Development and testing of core functionalities before focusing on user experience.
正解：B
解説: (Pass4Test メンバーにのみ表示されます)

質問 9：
The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?
A. Customer Effort Score (CES)
B. Customer Lifetime Value (CLTV)
C. Net Promoter Score (NPS)
D. First Contact Resolution (FCR) Rate
正解：A
解説: (Pass4Test メンバーにのみ表示されます)