Salesforce Contact Center 시험 - Salesforce실제시험문제와 답 - 207문항

Question No : 1

You need to validate case closure accuracy and completeness .
Which tool helps with this?

A.Case Closure Rules automatically closing cases based on predefined criteria and ensuring required fields are filled.
B.Data Validation Rules on case fields requiring specific formats or preventing invalid entries before closure.
C.Case History review for completeness and verification of resolution details before final closure.
D.All of the above, contributing to ensuring accurate and complete case closure for efficient data management.

정답:
Explanation:
For configuring chatbots within a Contact Center, multiple platforms offer flexibility and diverse functionalities:
A. Einstein Bots provide AI-powered conversation capabilities with templates tailored for various customer service scenarios.
B. Flow Builder offers a visual interface for designing bot conversations, making it easy to customize logic and user interactions.
C. Dialogflow and other third-party platforms can be integrated with Salesforce, offering advanced AI and NLP capabilities for complex interactions.
Leveraging these platforms provides comprehensive options for creating and managing chatbots tailored to different needs and use cases within a Contact Center.
Reference: https://help.salesforce.com/articleView?id=sf.einstein_bots.htm

Question No : 2

Your case management design includes knowledge base article recommendations within cases .
Which Salesforce feature facilitates this?

A.Web-to-Case forms embedded within Knowledge Base articles for easy case creation if the article doesn‘t resolve the issue.
B.Case Escalation Rules automatically triggering article recommendations when specific criteria are met within a case.
C.All of the above, offering options for integrating knowledge base recommendations and enhancing self-service within case management.

정답:
Explanation:
Salesforce Knowledge can be integrated directly into the case management process, enabling automated article recommendations based on the details of the case. Both options listed in the choices support this capability:
A. Web-to-Case forms can be enhanced by embedding within Knowledge Base articles, helping users to create cases directly if articles do not resolve their issues, thus enhancing the self-service aspect and linking case creation with relevant knowledge directly.
B. Case Escalation Rules can be configured to automatically trigger knowledge base article recommendations when specific criteria within a case are met. This ensures that users and support agents have the most relevant information at hand, potentially reducing resolution times and increasing customer satisfaction.
For more details, you can review the Salesforce documentation on integrating Knowledge with case management here:
https://help.salesforce.com/

Question No : 3

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.Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.
C.Supervisor Console providing insights into case status, queue information, and escalation triggers.
D.All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.

정답:
Explanation:
Monitoring and validating automated case escalation effectively involves using multiple tools that offer various insights into the process:
A. Monitoring Escalation History related list within case records helps track escalation triggers and actions, providing a direct audit trail for each case.
B. Utilizing reporting tools to analyze trends in case escalation provides insights into frequency, reasons, and potential areas for process improvement.
C. Supervisor Console offers real-time insights into case statuses, including escalations, enabling supervisors to oversee and adjust processes as needed.
Combining these tools provides a holistic view of case escalation effectiveness and helps in identifying and implementing necessary adjustments.
Reference: https://help.salesforce.com/articleView?id=custom_reports_dashboards.htm

Question No : 4

Your scenario requires generating automated case updates based on customer interactions .
Which Salesforce feature offers this capability?

A.Workflow Rules triggering email notifications and case updates based on specific events or field changes.
B.Process Builder sequences defining automated actions and data updates based on triggers and conditions.
C.Flow Builder with visual interface for designing automated processes and case updates triggered by interactions.
D.All of the above, depending on the desired complexity and automation level of case updates.

정답:
Explanation:
Automating case updates based on customer interactions can be accomplished using several Salesforce features. Workflow Rules can be configured to trigger specific actions like case updates or email notifications in response to certain events. Process Builder offers more complex sequences of automated actions based on detailed criteria. Flow Builder allows for the creation of detailed, interactive processes that can manage data updates triggered by user interactions. "D. All of the above, depending on the desired complexity and automation level of case updates" correctly captures the flexibility and range of options available within Salesforce for automating case management.
Reference: Salesforce Automation Tools

Question No : 5

Your scenario involves automatically assigning cases based on urgency and location .
Which feature facilitates this?

A.Case Assignment Rules using predefined criteria to direct cases to specific queues or agents.
B.Process Builder sequences triggering automated case creation and assignment based on data triggers.
C.Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
D.All of the above, working together for dynamic case assignment and escalation based on context and urgency.

정답:
Explanation:
In scenarios involving automatic case assignment based on factors like urgency and location, a combination of Salesforce features is typically most effective. Case Assignment Rules can be used to automatically route cases to appropriate queues or agents based on predefined criteria. Process Builder can trigger automated case assignments and other related actions based on specific data triggers. Escalation Rules manage cases that require urgent attention by escalating them as needed. "D. All of the above, working together for dynamic case assignment and escalation based on context and urgency" best describes the integrated approach necessary for managing these assignments effectively.
Reference: Salesforce Documentation on Case Assignment and Escalation

7 1. Validating case management functionality involves assessing data capture accuracy .
Which tool assists with this?
A. Case History related list displaying all updates and changes made to a specific case record.
B. Reporting tools showing trends and patterns in case data entry and field values.
C. Data Quality Rules automatically highlighting inconsistencies and missing information in case fields.
D. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.
Answer: D
Explanation:
Assessing data capture accuracy in case management involves various tools within Salesforce. The Case History related list provides a detailed log of all changes made to case records, offering an audit trail. Reporting tools can analyze trends and patterns in case management, helping to identify any recurrent data entry errors or peculiarities. Data Quality Rules automatically check for inconsistencies or missing information in case fields. Thus, "D. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues" ensures a comprehensive evaluation of data accuracy in case management.
Reference: Salesforce Data Quality Tools

Question No : 6

Validating messaging channel functionality involves testing message delivery and content accuracy .
Which tool helps with this?

A.Monitoring chat logs and transcripts within Salesforce to review message content and delivery status.
B.Utilizing third-party testing tools like Twilio Sandbox or MessageBird to send test messages and verify delivery.
C.Conducting user testing sessions with real customers to gather feedback on the messaging experience and content clarity.
D.All of the above, offering a comprehensive approach to validate message delivery, content accuracy, and user experience.

정답:
Explanation:
Validating messaging channel functionality effectively requires a combination of different tools and methods. Monitoring chat logs and transcripts within Salesforce provides direct insight into message content and delivery status. Third-party testing tools like Twilio Sandbox or MessageBird offer environments to test message delivery and functionality under controlled conditions. Conducting user testing sessions with real customers gathers valuable feedback on the actual messaging experience and content clarity. Therefore, "D. All of the above, offering a comprehensive approach to validate message delivery, content accuracy, and user experience" covers all necessary aspects for thorough validation.
Reference: Salesforce Messaging

Question No : 7

Your design includes integrating WhatsApp Business for customer communication .
Which tool facilitates this?

A.Salesforce Social Studio with connectors for managing various social media and messaging platforms.
B.Custom Apex code developed to connect Salesforce with the WhatsApp Business AP
C.Flow Builder with pre-built templates for configuring messaging channel interactions and automation.
D.Omni-Channel routing rules directing incoming WhatsApp messages to appropriate agents based on content and skills.

정답:
Explanation:
Integrating WhatsApp Business for customer communication in Salesforce typically requires custom Apex code development. This approach involves programming Apex to interact with the WhatsApp Business API, facilitating seamless data exchange and communication management. Custom code allows for tailored workflows and integrations that align precisely with business requirements, ensuring efficient and effective customer interactions through WhatsApp.
Reference: https://developer.salesforce.com/docs/atlas.en-us.apexcode.meta/apexcode/apex_intro.htm

Question No : 8

Your bot design includes integration with external systems for data retrieval .
Which security protocol safeguards data exchange?

A.Secure Sockets Layer (SSL) encryption protecting data transmission between the bot and external systems.
B.API authentication mechanisms ensuring authorized access and verification for data exchange.
C.Field-Level Encryption selectively encrypting sensitive data fields within the bot‘s data storage.
D.All of the above, forming a multi-layered security approach for data exchange with external systems.

정답:
Explanation:
A robust security protocol for data exchange with external systems in bot integrations includes multiple layers:
A. SSL encryption protects data in transit between the bot and external systems, ensuring confidentiality and integrity.
B. API authentication mechanisms control and verify access, maintaining secure connections only with authorized systems.
C. Field-Level Encryption provides an additional layer by encrypting sensitive data within the bot’s storage, safeguarding information at rest.
This multi-layered security approach ensures comprehensive protection of data throughout the interaction and storage lifecycle.
Reference: https://help.salesforce.com/articleView?id=sf.security_overview.htm

Question No : 9

You need to configure reporting for bot performance analysis .
Which metric best reflects customer satisfaction with the bot experience?

A.Number of chat sessions handled by the bot versus live agents.
B.Rate of successful resolutions achieved through bot interactions alone.
C.Customer satisfaction ratings and feedback specifically gathered about the bot experience.
D.Average conversation length and time spent interacting with the bot.

정답:
Explanation:
To effectively gauge customer satisfaction with bot interactions, measuring customer satisfaction ratings and collecting specific feedback about the bot experience is essential. This metric directly reflects how customers perceive the effectiveness, efficiency, and overall experience of interacting with the bot, providing clear insights into areas of success and opportunities for improvement.
Reference: https://help.salesforce.com/articleView?id=service_analytics_overview.htm

Question No : 10

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

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

정답:
Explanation:
The seamless transition from bot interactions to live agents in complex inquiries can be facilitated through multiple features:
A. Escalation Rules automatically transfer chat sessions to agents based on predefined criteria, ensuring timely intervention.
B. Contextual handoff functionality retains chat history and customer data, equipping the agent with the context needed to provide effective support immediately.
C. Supervisor Console allows for manual oversight and direct chat session transfers to specific agents, enhancing control over quality and distribution of tasks.
These combined features ensure a comprehensive approach to managing bot-to-agent transitions, maintaining continuity and customer satisfaction.
Reference: https://help.salesforce.com/articleView?id=service_presence_configuring.htm

Question No : 11

You need to validate bot security and data privacy compliance .
Which tool helps with this?

A.Salesforce Security Review tool providing insights into potential security vulnerabilities within your bot configuration.
B.Data Loss Prevention (DLP) policies defining rules for sensitive data handling and preventing unauthorized access.
C.User Role Hierarchy and Field Level Security ensuring appropriate access restrictions based on user profiles.
D.All of the above, working together to secure bot interactions and ensure data privacy compliance.

정답:
Explanation:
Ensuring bot security and data privacy compliance in Salesforce involves multiple tools and strategies. The Salesforce Security Review tool helps identify vulnerabilities in bot configurations. Data Loss Prevention (DLP) policies define how sensitive data should be handled to prevent unauthorized access. User Role Hierarchy and Field Level Security ensure data is only accessible to authorized users. Hence, "D. All of the above, working together to secure bot interactions and ensure data privacy compliance" effectively combines these methods to safeguard data and comply with security regulations.
Reference: Salesforce Security Resources Top of Form

Question No : 12

Your bot requirements include personalized greetings and information based on customer data .
Which Salesforce feature enables this?

A.Custom Apex code dynamically fetching customer data and injecting it into chatbot responses.
B.Merge fields within bot conversation scripts linking to specific object fields containing customer information.
C.Einstein Insights providing real-time customer data to personalize bot interactions and recommendations.
D.All of the above, depending on the level of personalization and data sources required.

정답:
Explanation:
Personalizing chatbot interactions can be achieved through various Salesforce features depending on the complexity and source of the customer data. Custom Apex code can dynamically fetch and incorporate customer data into chat responses. Merge fields can link conversation scripts to Salesforce object fields. Einstein Insights can use AI to analyze customer data and tailor interactions. Thus, "D. All of the above, depending on the level of personalization and data sources required" is the correct answer, as it covers the full range of tools available for personalizing chatbot communications.
Reference: Salesforce Einstein Insights

Question No : 13

Validating chatbot functionality involves testing natural language processing (NLP) accuracy .
Which tool can help with this?

A.Monitoring chatbot logs and chat transcripts to identify misinterpretations of user queries.
B.Utilizing NLP testing tools like Annotate.io or MonkeyLearn to analyze bot responses and accuracy.
C.Conducting user testing sessions with real customers to gather feedback on chatbot interactions and understanding.
D.All of the above, providing multi-faceted insights into chatbot NLP performance and user experience.

정답:
Explanation:
Validating chatbot functionality, especially the accuracy of natural language processing (NLP), requires a combination of techniques. Monitoring logs and transcripts helps identify misinterpretations, while NLP testing tools like Annotate.io or MonkeyLearn can analyze responses for accuracy. Real user testing provides feedback on the chatbot's effectiveness in real-world interactions. Therefore, "D. All of the above, providing multi-faceted insights into chatbot NLP performance and user experience" encompasses the comprehensive approach needed for thorough testing.
Reference: Salesforce Einstein Bots

Question No : 14

The customer wants to automatically route cases based on language skills and expertise .
Which feature facilitates this?

A.Routing Rules
B.Skill-Based Routing
C.Entitlements
D.Omni-Channel Presence

정답:
Explanation:
Skill-Based Routing is the feature that best facilitates the automatic routing of cases based on language skills and expertise. This feature allows the contact center system to match incoming cases with agents who have the specific skills and expertise needed to handle those cases effectively. By ensuring that cases are directed to the most appropriately skilled agents, skill-based routing enhances efficiency, improves resolution times, and increases customer satisfaction.
Reference: https://help.salesforce.com/articleView?id=sf.omnichannel_skills_based_routing_setup.htm

6 1. Your scenario involves customer satisfaction surveys triggered after case closure .
Which platform facilitates this?
A. Einstein Feedback Surveys automatically sent based on case closure events and collecting customer feedback on their experience.
B. Process Builder sequences initiating customer satisfaction surveys upon case closure and managing survey workflow.
C. Flow Builder with visual interface for designing and configuring survey forms and logic for collecting feedback after case closure.
D. All of the above, offering various options for triggering and managing customer satisfaction surveys within case management.
Answer: D
Explanation:
Salesforce offers multiple tools that can be used to trigger customer satisfaction surveys after case closure, each providing unique capabilities. Einstein Feedback Surveys can automate sending based on case closure events. Process Builder can initiate workflows to send surveys after cases are closed.
Flow Builder allows for designing survey forms and logic. All these options provide robust solutions for integrating customer satisfaction surveys into case management workflows, making "D. All of the above, offering various options for triggering and managing customer satisfaction surveys within case management" the best answer.
Reference: Salesforce Automation Tools

Question No : 15

The company prioritizes identifying trends and patterns in customer behavior .
Which KPI is most valuable for this analysis?

A.Contact Reason Categorization
B.Peak Volume Hours
C.Customer Journey Mapping
D.Case Resolution Trends

정답:
Explanation:
Customer Journey Mapping is the most valuable KPI for identifying trends and patterns in customer behavior. This approach involves tracking the different stages a customer goes through in interacting with the organization, from initial contact through various touchpoints to resolution or purchase. Mapping the customer journey provides comprehensive insights into customer preferences, behaviors, and pain points, which helps in understanding how to enhance the customer experience effectively.
Reference: https://help.salesforce.com/articleView?id=sf.mc_overview_journey_builder.htm

Salesforce Salesforce Contact Center 시험