Salesforce Salesforce-Contact-Center 認定試験の出題範囲：

トピック	出題範囲
トピック 1	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
トピック 2	Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.
トピック 3	Design: Deals with the Contact Center functionalities with the stipulated requirements. Subsequently, when presented with business requirements, devise scalable and maintainable solutions for the Contact Center, adhering to standard data models.
トピック 4	Implement: This section deals with setting up the fundamental Contact Center functionalities and features. Following this, in alignment with the complete design, configure and authenticate the email functionality, ensuring its seamless operation. Similarly, based on specific scenarios, configure and verify the functionality of voice services.

参照：https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226

Salesforce Salesforce-Contact-Center認定試験は、重要な認定試験です。しかし、Salesforce-Contact-Center試験に合格し、証明書を取得することは容易ではありません。ここでは、It-PassportsでのSalesforce-Contact-Center試験資材をあなたに推薦したいです。試験質問回答の助けを借りて、あなたは簡単で試験に楽々合格できます。

It-Passportsは、すべての候補者に最新と高品質の認定試験資材を提供する良いウェブサイトです。It-Passports.comのSalesforce Salesforce-Contact-Center試験ダンプは経験豊富な専門家によって書かれます。そして、ヒット率は99.9％に達します。Salesforce-Contact-Centerの準備や授業に出席する時間がない場合、It-Passports試験資材は、うまく試験知識点を握るのを援助することができます。It-Passportsを使用すると、Salesforce　Accredited Professional Exams試験の高点数を得ることができます。

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Salesforce Contact Center Accredited Professional 認定 Salesforce-Contact-Center 試験問題：

問題 #1
Your data migration plan involves staged rollouts for different user groups. Which data preparation step facilitates this approach?

A. Dividing customer data into separate subsets based on user groups for targeted and phased migration.
B. Testing data migration functionalities with pilot groups to identify and address any issues before broader rollout.
C. Configuring role-based access controls within the new system to ensure data access aligns with user group assignments.
D. All of the above, contributing to a controlled and efficient data migration process with minimal disruption to different user groups.

問題 #2
Your design includes email auto-replies for initial case acknowledgements. Which tool facilitates automated responses?

A. Workflow Rules with email action steps triggered by case creation events.
B. Entitlement Email Templates configured with automatic responses based on service level agreements.
C. Process Builder sequences defining auto-reply steps and dynamic content insertion.
D. Einstein Bots configured to send auto-replies and collect initial information from customers via email.

問題 #3
Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?

A. Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem- solving.
B. All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.
C. Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.
D. Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.

問題 #4
Your design includes integrating WhatsApp Business for customer communication. Which tool facilitates this?

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

問題 #5
The desired process of reassigning cases to a higher support tier when SLA timelines are breached.
Ursa Major Solar needs to protect customers ' private information, such as social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to
accomplish this?

A. Pause/Resume Call Recording
B. Hierarchical Sharing Settings on Calls
C. Collaboration on Call Recordings

解説：

問題 #1
正解： D

問題 #2
正解： A

問題 #3
正解： B

問題 #4
正解： A

問題 #5
正解： A