AP-226関連日本語版問題集 & AP-226真実試験最高のAP-226テストトレントを提供する世界的なリーダーとして、私たちは大多数の消費者に包括的なサービスを提供し、統合サービスの構築に努めています。さらに、AP-226認定トレーニングアプリケーションだけでなく、インタラクティブな共有およびアフターサービスでもブレークスルーを達成しました。実際のところ、当社では、すべてのクライアントの適切なソリューションの問題を考慮しています。ヘルプが必要な場合は、AP-226試験トレントに関する問題に対処するための即時サポートを提供し、AP-226試験の合格を支援します。 Salesforce Contact Center Accredited Professional 認定 AP-226 試験問題 (Q159-Q164):質問 # 159
The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
Which Experience Cloud template should a consultant recommend
A. Customer Service
B. Customer Account Portal
C. Help Center
正解：C
解説：
For Ursa Major Solar's objective to strengthen loyalty, increase case deflection, and improve customer retention, the consultant should recommend using the "Help Center" template from Experience Cloud. This template is designed specifically for customer support, providing features such as FAQs, articles, and community forums, which empower customers to find answers independently. Implementing a customer portal using the Help Center template can effectively reduce the volume of direct inquiries, promoting case deflection and enhancing customer satisfaction through efficient self-service options.
Reference: https://help.salesforce.com/s/ar ... choose_template.htm
質問 # 160
The customer wants to prioritize cases based on customer loyalty and contract value. Which functionality enables this?
A. Case Classification
B. Custom Apex Code
C. Entitlements
D. Case Escalation Rules
正解：B
解説：
Custom Apex Code is the most flexible option for implementing sophisticated case prioritization logic that can consider multiple variables such as customer loyalty and contract value. Apex allows developers to write complex algorithms that assess various aspects of a customer profile and case details to assign priority levels.
Case Classification and Case Escalation Rules provide some level of prioritization but typically in a more limited scope.
Entitlements manage customer rights and service levels but do not inherently prioritize cases based on loyalty or value.
Custom Apex Code provides the necessary customization to tailor case prioritization according to specific business rules and criteria.
Developers can refer to Salesforce Apex Developer Guide for guidance on how to implement custom logic with Apex.
質問 # 161
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. Service Cloud Voice Analytics App and Omni Supervisor Console
B. Service Cloud Voice Analytics App and Amazon Supervisor Dashboard
C. Omni Supervisor Console and Amazon Supervisor Dashboard
正解：A
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 # 162
The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?
A. Customer Satisfaction (CSAT) Score
B. Average Contact Handle Time (AHT)
C. Number of Resolved Cases
D. Case Resolution Rate
正解：A
解説：
To track agent performance and identify areas for improvement effectively, monitoring the Customer Satisfaction (CSAT) Score is highly effective. CSAT measures how satisfied customers are with the service they received, providing direct feedback on agent performance and the overall customer service experience. This KPI is critical for understanding the quality of interactions handled by agents and identifying specific areas where agents might need additional training or resources. Hence, "A. Customer Satisfaction (CSAT) Score" is the most appropriate KPI for this purpose.
Reference: Salesforce Blog on Customer Satisfaction
質問 # 163
You need to validate call recording functionality. Which Salesforce tool assists with this?
A. Configuring Voice Call Transcripts to generate automatic text summaries of recorded calls.
B. All of the above, providing various options for accessing, playing, and reviewing call recordings.
C. Utilizing the Call History related list on Case records to access and play recordings.
D. Monitoring call logs and reports within Salesforce for recorded call availability.
正解：B
解説：
Validating call recording functionality can be effectively managed using a combination of Salesforce tools: A. Monitoring call logs and reports within Salesforce ensures recorded calls are stored and accessible. B. Utilizing the Call History related list on Case records allows users to access and play specific recordings. C. Configuring Voice Call Transcripts to generate text summaries aids in reviewing the content of calls efficiently. Using these tools together provides a comprehensive approach to managing, accessing, and reviewing call recordings.