Salesforce Salesforce-Contact-Center 問題集

質問 1：
The company's primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?
A. Average Contact Handle Time (AHT)
B. First Contact Resolution (FCR) Rate
C. Net Promoter Score (NPS)
D. Customer Satisfaction (CSAT) Score
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 2：
The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.
Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can be answered.
Which changes to the Contact Support form process should a consultant suggest to improve the response times?
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.
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 3：
Your data includes sensitive customer information. Which security mechanism protects data during migration?
A. Data encryption at rest and in transit via SSL/TLS protocols.
B. All of the above, forming a multi-layered approach to data security during and after migration.
C. Data anonymization or pseudonymization masking sensitive information during migration and storage.
D. User permissions and field-level security restricting access to sensitive data within Salesforce.
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 4：
The consultant should recommend the company utilize Flow Settings in
Email-to-Case to meet their requirements.
A customer service manager wants to implement a process where a case
gets reassigned to a higher support tier if it is not resolved within a given service-level agreement (SLA) timeline.
Which solution should a consultant propose to set this process up?
A. Create an Escalation Rule Entry and configure it so that cases get an escalated status of the case is still open after passing SLA times.
B. Create a Quick Action for escalating a case and set up Conditional
Visibility Rude to show the Quick Action after a case has passed SLA times Create a record-triggered flow that gives cases an escalated status if it is still open a pa A times.
C. The consultant should propose creating an Escalation Rule Entry to set up
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 5：
Your data migration plan involves staged rollouts for different user groups. Which data preparation step facilitates this approach?
A. Testing data migration functionalities with pilot groups to identify and address any issues before broader rollout.
B. All of the above, contributing to a controlled and efficient data migration process with minimal disruption to different user groups.
C. Dividing customer data into separate subsets based on user groups for targeted and phased migration.
D. Configuring role-based access controls within the new system to ensure data access aligns with user group assignments.
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 6：
The company aims to reduce operational costs. Which KPI is most relevant to track their progress?
A. Employee Turnover Rate
B. Customer Acquisition Cost (CAC)
C. Agent Resolution Rate
D. Average Cost per Case (CPAC)
正解：D
解説: (Topexam メンバーにのみ表示されます)