Salesforce Salesforce-Contact-Center 問題集

質問 1：
The customer requests integrations with existing CRM and marketing automation systems. Which approach promotes data integrity and maintainability?
A. Implement point-to-point integrations with each system, requiring ongoing customization and management.
B. Develop custom code for each integration, creating independent data silos and complex maintenance needs.
C. Avoid integrations altogether and maintain separate data environments for different functionalities.
D. Utilize pre-built Salesforce connectors and APIs for seamless data exchange with external systems.
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 2：
Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?
A. All of the above, offering various options for ensuring data quality and reliable metric interpretation.
B. Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.
C. Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.
D. Salesforce Data Loader for bulk data imports and basic field validation.
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 3：
The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?
A. Einstein Bots
B. Salesforce Flow
C. LiveChat
D. DocuSign
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 4：
You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?
A. Einstein Analytics with advanced data blending, predictive modeling, and visual storytelling capabilities.
B. All of the above, depending on the desired level of data exploration, predictive insights, and visual representations.
C. Salesforce Reporting with basic filters and data grouping for analysis.
D. Omni-Channel dashboards providing real-time insights and basic trend visualization.
正解：B
解説: (Topexam メンバーにのみ表示されます)

質問 5：
The marketing team wants to track the impact of social media campaigns on Contact Center volume. How can you measure this?
A. Analyze call origin information and identify calls originating from social media campaigns.
B. Deploy sentiment analysis on customer interactions to gauge campaign reception.
C. Monitor case mentions of specific campaign keywords and track resolution times.
D. Integrate social media platform data with Salesforce for customer journey analysis.
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 6：
You're preparing historical call recordings for migration. Which step helps improve audio quality and accessibility for playback within the new system?
A. Optimizing audio file size while maintaining optimal sound quality for clear playback and analysis.
B. Converting call recordings to a supported audio format compatible with the new Contact Center platform.
C. Implementing speech-to-text conversion for call recordings and making transcripts available alongside audio files.
D. All of the above, contributing to improved accessibility and analysis capabilities for historical call recordings.
正解：D
解説: (Topexam メンバーにのみ表示されます)