最新なSalesforce Salesforce-Contact-Center問題集（209題）、真実試験の問題を全部にカバー！

質問 1：
To comply with the "Eliminate duplicate email attachments" setting while processing PDFs in a high-volume email environment, the consultant should consider this approach:
Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation.
How should a consultant recommend UC configure this solution?
A. Set up the organization's default business hours and set up another set of business ho the second option
B. Create an Apex trigger that checks the default business hours and the business hours on an escalation.
C. Set up the organization's default business hours and create an escalation rule where the case matches the criteria associated with different business hours.
正解：C
解説: (Pass4Test メンバーにのみ表示されます)

質問 2：
Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
How should an administrator provision the phone number to support this
functionality?
A. Provision a short code phone number at least 8 weeks before golive
B. Provision a toll free phone number at least 8 weeks before golive
C. Provision a long code phone number on least 2 weeks before golive
正解：C
解説: (Pass4Test メンバーにのみ表示されます)

質問 3：
The customer needs advanced customization for specific workflows. Which option provides flexibility?
A. Custom Apex coding
B. Third-party development
C. Out-of-the-box configuration
D. Salesforce Flow
正解：D
解説: (Pass4Test メンバーにのみ表示されます)

質問 4：
Which standard field options should a consultant recommended form for In-App Messaging?
A. First Name, Last Name, Emil Subject
B. First Name Last Name Email Account Number
C. First Name, Last Name, Email Order Number
正解：B
解説: (Pass4Test メンバーにのみ表示されます)

質問 5：
The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?
A. Ignore the technical issues and hope they resolve themselves after release.
B. Delay the release to ensure complete resolution of technical issues before deployment.
C. Communicate the issues transparently to stakeholders and implement a rollback plan if necessary.
D. Proceed with the release despite technical issues, as per the planned schedule.
正解：C
解説: (Pass4Test メンバーにのみ表示されます)

質問 6：
Your KPIs include measuring agent utilization rates. Which metric best reflects this?
A. Number of cases handled by an agent during a specific period.
B. Time spent by an agent on various activities throughout the workday.
C. All of the above, depending on the desired scope and granularity of agent utilization measurement.
D. Agent login duration divided by the total active work time on cases or chats.
正解：C
解説: (Pass4Test メンバーにのみ表示されます)

質問 7：
Your scenario involves routing calls based on language spoken. Which feature facilitates this?
A. Phone Numbers configured with specific languages and automatic call routing.
B. Integrated Speech-to-Text (STT) and language identification tools for real-time routing.
C. Custom Apex code defining language detection and routing logic.
D. Omni-Channel routing with skill mapping based on agent language proficiency.
正解：D
解説: (Pass4Test メンバーにのみ表示されます)

質問 8：
The release management plan needs to be adaptable to unforeseen changes or challenges. Which element facilitates flexibility and responsiveness?
A. A collaborative work environment and open communication among stakeholders.
B. Clearly defined communication channels and escalation procedures for unforeseen issues.
C. Regular risk assessments and contingency plans for potential challenges and roadblocks.
D. Detailed and rigid schedule with no room for modifications or adjustments.
正解：A
解説: (Pass4Test メンバーにのみ表示されます)

質問 9：
You need to validate automated case escalation. Which tool helps monitor and assess this process?
A. Monitoring Escalation History related list within case records to track escalation triggers and actions taken.
B. All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.
C. Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.
D. Supervisor Console providing insights into case status, queue information, and escalation triggers.
正解：B
解説: (Pass4Test メンバーにのみ表示されます)