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最新的 Accredited Professional Certification Salesforce-Contact-Center 免費考試真題:

1. The correct steps for UC to create a service report with 50 object
references are
A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound conversations, which created a simple Omni-Channel flow for the bot What does the consultant need to specify to use this flow in the channel setting other than selecting the flow?

A) Inbound Flow Action
B) Fallback Queue
C) Route Work Item

2. The customer requires secure access control for sensitive customer dat
a. Which data model element contributes to data security?

A) Utilize custom fields to capture all types of customer information without access restrictions.
B) Store all customer data in one field without any segregation or access control mechanisms.
C) Configure field-level security to grant selective access to sensitive data based on user roles and permissions.
D) Implement third-party data encryption solutions for additional security layers.

3. The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?

A) Encrypt customer data at rest and in transit to protect against unauthorized access.
B) Regularly conduct security audits and vulnerability assessments to identify potential risks.
C) Configure field-level security to restrict access to sensitive data based on user roles.
D) Implement multi-factor authentication (MFA) for secure agent logins and access.

4. The marketing team wants to track the impact of social media campaigns on Contact Center volume. How can you measure this?

A) Integrate social media platform data with Salesforce for customer journey analysis.
B) Monitor case mentions of specific campaign keywords and track resolution times.
C) Analyze call origin information and identify calls originating from social media campaigns.
D) Deploy sentiment analysis on customer interactions to gauge campaign reception.

5. Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?

A) Case Management
B) Customer Community
C) Omni-Channel Routing
D) Service Cloud Einstein

問題與答案：

問題 #1 答案： C

問題 #2 答案： C

問題 #3 答案： C

問題 #4 答案： A

問題 #5 答案： D