Salesforce-Contact-Center 無料問題集「Salesforce Contact Center Accredited Professional」

（A）A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword

（B）Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each

（C）Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.

（A）Average Cost per Case (CPAC)

（B）Customer Acquisition Cost (CAC)

（C）Employee Turnover Rate

（D）Agent Resolution Rate

（A）Secure Sockets Layer (SSL) encryption protecting data transmission between the bot and external systems.

（B）All of the above, forming a multi-layered security approach for data exchange with external systems.

（C）Field-Level Encryption selectively encrypting sensitive data fields within the bot's data storage.

（D）API authentication mechanisms ensuring authorized access and verification for data exchange.

（A）All of the above, contributing to a smooth transition with minimal disruption to ongoing chat interactions.

（B）Testing data migration with sample chat sessions and verifying accurate transfer of conversation details and context.

（C）Importing historical chat transcripts and associating them with corresponding cases or customer profiles.

（D）Configuring the new platform to automatically migrate open chat sessions in progress during the cut-over period.

（A）Pause/Resume Call Recording

（B）Collaboration on Call Recordings

（C）Hierarchical Sharing Settings on Calls

（A）Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.

（B）Einstein Search for intelligent article recommendations based on customer keywords and context.

（C）Salesforce Knowledge articles with categorization and tagging for easy customer search.

（D）All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.

（A）The consultant should accomplish the linking of voice calls to primaryorders by creating a custom lookup field on the Voice Call object to thecustom object.

（B）Create a junction object between the custom object and Voice Call Createa custom lookup field on the Voice Call object to the custom object

（C）Create a flow that references the custom object.

（A）Implement Einstein Bots to handle email communication and automate basic customer interactions.

（B）Develop custom Apex code for automated email triggers and attachments.

（C）Utilize Process Builder with predefined rules for email notifications based on case updates.

（D）Configure outbound email integrations with pre-built templates for invoices and case summaries.