Eine intensive Vorbereitung war notwendig, um die Prüfung zum Service Cloud Consultant zu bestehen!
Zusammengefasst lassen sich die Fragen wie folgt kategorisieren.
Großteil der Fragen bezog sich auf die fett markierten Kategorien.
- Chatter Answers
- Contact Center
- Service Cloud Console
- CTI (PBX, IVR)
- Entitlements
- Knowledge
- Licenses
- Live Agent
- Metrics
- Migration von Cases
- Portal bzw. Community
- Processes
- Reports & Dashbpards
- Social
- trust.salesforce.com
- Visual Workflow
Hier einige Fragen (sinngemäß übersetzt) inklusive Antwortmöglichkeiten aus der aktuellen Winter 14 Zertifizierung:
Wie muss SoftPhone konfiguriert werden?
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A. Assign the Salesforce CTI license to Salesforce users.
B. Install an adapter from AppExchange to work with third-party CTI systems.
C. Use Apex to create an adapter to work with third-party CTI systems.
D. Create a SoftPhone layout and assign to user profiles.
E. Assign the correct Salesforce users to the Call Center.
Was ist der primäre Zweck von private branch exchange (PBX)?
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A. To route calls to different agents
B. To use speech recognition to direct calls
C. To report the caller's background information
D. To receive multiple calls at one time
Zusammengefasst lassen sich die Fragen wie folgt kategorisieren.
Großteil der Fragen bezog sich auf die fett markierten Kategorien.
- Chatter Answers
- Contact Center
- Service Cloud Console
- CTI (PBX, IVR)
- Entitlements
- Knowledge
- Licenses
- Live Agent
- Metrics
- Migration von Cases
- Portal bzw. Community
- Processes
- Reports & Dashbpards
- Social
- trust.salesforce.com
- Visual Workflow
Hier einige Fragen (sinngemäß übersetzt) inklusive Antwortmöglichkeiten aus der aktuellen Winter 14 Zertifizierung:
Was muss bei der Implementierung von CTI berücksichtig werden?
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A. The CTI adapter requires the Salesforce Console for Service highlights panel for SoftPhone control.
B. The CTI adapter must be developed using the CTI Toolkit version 3.0 or higher or Open CTI.
C. The CTI adapter supports the Salesforce Console for Service push notifications for field or record changes.
D The number of intended Salesforce Console for Service apps will not exceed the CTI adapter limits.
A. The CTI adapter requires the Salesforce Console for Service highlights panel for SoftPhone control.
B. The CTI adapter must be developed using the CTI Toolkit version 3.0 or higher or Open CTI.
C. The CTI adapter supports the Salesforce Console for Service push notifications for field or record changes.
D The number of intended Salesforce Console for Service apps will not exceed the CTI adapter limits.
Wie muss SoftPhone konfiguriert werden?
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A. Assign the Salesforce CTI license to Salesforce users.
B. Install an adapter from AppExchange to work with third-party CTI systems.
C. Use Apex to create an adapter to work with third-party CTI systems.
D. Create a SoftPhone layout and assign to user profiles.
E. Assign the correct Salesforce users to the Call Center.
Was ist der primäre Zweck von private branch exchange (PBX)?
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A. To route calls to different agents
B. To use speech recognition to direct calls
C. To report the caller's background information
D. To receive multiple calls at one time
Wie werden Dokumente in Salesforce Knowledge importiert?
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A. Create the profile-based category visibility settings.
B. Create the article types and fields.
C. Create the data category groups and hierarchy.
D. Compress the CSV, HTML, and image files for the article types.
B. Create the article types and fields.
C. Create the data category groups and hierarchy.
D. Compress the CSV, HTML, and image files for the article types.
Wie ist Knowledge in Verbindung mit Lösung von Cases zu konfigurieren?
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A. Enable article submission during case close.
B. Enable article customization for open cases.
C. Enable suggested articles on new cases.
D. Enable agents to create their own personal articles.
E. Create an email template to send articles as PDF attachments.
A. Enable article submission during case close.
B. Enable article customization for open cases.
C. Enable suggested articles on new cases.
D. Enable agents to create their own personal articles.
E. Create an email template to send articles as PDF attachments.
Kunden-Support wird mit den folgenden Optionen aufgebaut:
* Suche nach Knowledge Artikeln ohne Registrierung oder Login
* Über 1 Million registrierte Kunden müssen Cases einstellen können
* Zugriff auf Whit- Papers
Welche Portal-Lösung ist die Richtige?
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A. Implement Service Cloud
portal with Knowledge.
B. Implement enterprise admin portal with Content.
C. Implement partner portal with Knowledge.
D. Implement Service Cloud portal with Content.
B. Implement enterprise admin portal with Content.
C. Implement partner portal with Knowledge.
D. Implement Service Cloud portal with Content.
Welche Metriken verbessern sich nach der CTI-Implementierung?
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A. Abandon rate
B. Average handle time
C. First call resolution
D. Average days to close
A. Abandon rate
B. Average handle time
C. First call resolution
D. Average days to close
Welche Aktivitäten müssen unmittelbar vor "user acceptance
testing" (UAT) abgeschlossen sein?
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A. Verification of the production migration checklist
B. Approval of test scripts from the business lead
C. Verification that sample data has been loaded
D. Final customer approval on training materials
A. Verification of the production migration checklist
B. Approval of test scripts from the business lead
C. Verification that sample data has been loaded
D. Final customer approval on training materials
Kunden teilen ihre Probleme per Email mit. Folgendes muss berücksichtigt werden:
- Attachments mit bis zu 20 MB pro Email
- Über 10000 Emails pro Tag
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A. Email-to-Case
B. Customer Chatter groups
C. On-Demand Email-to-Case
D. Web-to-Case
- Attachments mit bis zu 20 MB pro Email
- Über 10000 Emails pro Tag
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A. Email-to-Case
B. Customer Chatter groups
C. On-Demand Email-to-Case
D. Web-to-Case
A contact center agent needs to respond privately to a
Facebook post on the fan page. The post has been converted to Salesforce for
Twitter and Facebook.
How can the agent respond privately to the customer?
How can the agent respond privately to the customer?
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A. The agent must change the case status before replying.
B. The agent must invite the customer to another channel.
C. The agent can post privately on Facebook for Salesforce.
D. The agent must use the “Send Private Message” button on the case.
A. The agent must change the case status before replying.
B. The agent must invite the customer to another channel.
C. The agent can post privately on Facebook for Salesforce.
D. The agent must use the “Send Private Message” button on the case.
Die fett markierten Antwortmöglichkeiten sind meiner Meinung nach die korrekten Antworten.
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