AP-226全真問題集、AP-226基礎問題集AP-226試験準備が高い合格率であるだけでなく、当社のサービスも完璧であるため、当社の製品を購入すると便利です。さらに、このアップデートでは、最新かつ最も有用なAP-226試験ガイドを提供し、より多くのことを学び、さらにマスターすることを支援します。販売前後のさまざまなバージョンを選択できる優れたカスタマーサービスを提供しています。無料デモをダウンロードして、購入前にAP-226ガイドトレントの品質を確認できます。 AP-226試験問題の購入に失望することはありません。 Salesforce Contact Center Accredited Professional 認定 AP-226 試験問題 (Q179-Q184):質問 # 179
While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar's goal of connecting customers with subject-matter experts (SMEs) for real-time, detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for Web.
A consultant is preparing post-implementation training material for the agents and supervisors in an environment that uses Service Cloud Voice with Amazon Connect. Supervisors need to track key performance indicators (KPIs), such as calls answered. average handle time, and average speed to answer.
Where should the consultant point supervisors to track these KPIs?
A. Omni Supervisor Console and Amazon Supervisor Dashboard
B. Service Cloud Voice Analytics App and Omni Supervisor Console
C. Service Cloud Voice Analytics App and Amazon Supervisor Dashboard
正解：B
解説：
For supervisors needing to track key performance indicators (KPIs) such as calls answered, average handle time, and average speed to answer in an environment using Service Cloud Voice with Amazon Connect, the optimal tools are the Service Cloud Voice Analytics App and the Omni Supervisor Console. The Service Cloud Voice Analytics App provides detailed analytics and visualizations specific to voice interactions, offering insights into call volumes, handle times, and service levels. The Omni Supervisor Console complements this by offering real-time monitoring of agent activity and queue statistics, enabling supervisors to manage and optimize agent productivity and response times effectively.
質問 # 180
The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this?
A. Einstein Bots
B. Reports & Dashboards
C. Analytics Cloud
D. Einstein Discovery
正解：B
解説：
Salesforce's Reports & Dashboards tool is specifically designed to provide detailed analytics on various operational metrics, including agent performance and customer satisfaction. This tool allows organizations to create customized reports and dashboards that visualize data effectively, helping managers monitor and analyze performance trends and make informed decisions based on real-time data.
質問 # 181
You're deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?
A. Testing the escalation rule functionality with test calls and dummy scenarios before deployment.
B. All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.
C. Defining clear criteria for call escalation based on urgency and wait times.
D. Configuring the rule to trigger automatic notifications and case creation for escalated calls.
正解：B
解説：
Ensuring timely intervention for high-priority voice calls involves multiple strategies:
A: Configuring the rule to trigger automatic notifications and case creation helps immediately alert relevant parties when a call meets escalation criteria.
B: Testing the escalation rule functionality with test calls and dummy scenarios ensures the rule works correctly under various conditions before going live.
C: Defining clear criteria for call escalation based on urgency and wait times ensures that high-priority calls are identified and escalated appropriately.
Implementing these measures together establishes a robust and effective process for managing escalated calls within Omni-Channel.
質問 # 182
The customer needs advanced customization for specific workflows. Which option provides flexibility?
A. Third-party development
B. Custom Apex coding
C. Salesforce Flow
D. Out-of-the-box configuration
正解：C
解説：
Salesforce Flow provides the flexibility needed for advanced customization of specific workflows within the Salesforce environment. It allows admins and developers to automate complex business processes and create rich, guided user experiences. The tool offers a drag-and-drop interface to design customized workflows, which can handle various actions like data collection, records updates, and complex logic without the need for custom code.
質問 # 183
Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is:
1. Service Cloud Voice:
* Streamlines inbound and outbound calling within Salesforce,
eliminating context switching and improving agent productivity.
* Offers features like call recording, transcription, and click-to-dial for faster call handling.
2. Omni-Channel:
* Intelligently routes calls to the most qualified agents based on skills, availability, and workload, ensuring faster issue resolution.
* Provides real-time insights into agent performance and call metrics
for effective management.
3. Einstein Bots:
* Handles simple inquiries and FAQs, deflecting calls from agents and
reducing queue wait times.
* Can handle tasks like scheduling appointments, providing basic
account information, or collecting initial issue details, freeing up
agents for complex issues.
During a design workshop, Ursa Major Solar (UMS) indicates to a
consultant that many cases around the same topic, which is usually an
outage. Currently the customer service agents need to respond to each and every case separately, which takes a line amount of time. They would like to be able to collect these cases together and y message that would be received by all customers.
Which incident management feature should the consultant recommend
UMS the direct communication with customers?
A. Broadcast Site Banner
B. Broadcast Alert
C. Broadcast Email
正解：B
解説：
To address the need for mass communication during common issue occurrences like outages, the consultant should recommend the Broadcast Alert feature in Salesforce Incident Management. This feature allows Ursa Major Solar to send a real-time alert to all affected customers quickly and efficiently. Broadcast Alerts are useful for providing immediate updates, instructions, or solutions to customers impacted by the same issue, thus reducing the need for individual case responses and significantly saving time.