AP-226模擬練習、AP-226試験合格攻略AP-226学習ガイドの資料は、常に卓越性と同義語です。 AP-226実践ガイドは、さまざまな資格試験に合格するかどうかに関係なく、ユーザーが簡単に目標を達成するのに役立ちます。当社の製品は、必要な学習教材を提供します。もちろん、AP-226の実際の質問は、ユーザーに試験に関する貴重な経験だけでなく、試験に関する最新情報も提供します。 AP-226の実用的な教材は、他の教材よりも高い歩留まりをもたらす学習ツールです。決心したら、私たちを選んでください！ Salesforce Contact Center Accredited Professional 認定 AP-226 試験問題 (Q196-Q201):質問 # 196
You need to configure dashboards and reports for KPI visualization. Which platform offers the most flexibility?
A. Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.
B. Einstein Analytics with customizable dashboards and visual data storytelling capabilities.
C. All of the above, depending on the desired level of detail, visual representation, and data access.
D. Salesforce Reporting tools for generating detailed reports and data analysis.
正解：C
解説：
Promoting awareness and utilization of a new knowledge base for self-service customer support involves several strategies: A. Integrating knowledge base articles within chat conversations and case workflows enhances relevance and timely assistance. B. Providing prominent access points across customer-facing channels ensures that customers can easily find and use the knowledge base. C. Conducting user training and awareness campaigns increases familiarity with the knowledge base's features and benefits. Implementing all these approaches simultaneously offers a comprehensive strategy to maximize adoption and effectiveness of the new resource.
質問 # 197
Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?
A. All of the above, working together for dynamic case assignment and escalation based on context and priority.
B. Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
C. Case Assignment Rules defining criteria for routing cases to specific queues or agents.
D. Process Builder sequences triggering automated case creation and assignment based on data triggers.
正解：A
解説：
Assigning cases based on skill sets and urgency in Salesforce can be effectively managed by utilizing a combination of features. Case Assignment Rules can be used to route cases based on predefined criteria, Process Builder can automate the assignment based on complex data triggers, and Escalation Rules handle the prioritization based on urgency. "D. All of the above, working together for dynamic case assignment and escalation based on context and priority" describes the integrated approach necessary for effectively managing case assignments and escalations.
Reference: Salesforce Case Management
質問 # 198
You need to set up email case creation. Which feature allows automatic case generation from incoming emails?
A. Workflow Rules with email field criteria triggering case creation.
B. Process Builder sequences defining steps for email parsing and case generation.
C. Einstein Bots configured to handle email inquiries and create cases if needed.
D. Email-to-Case enabled on the Case object with appropriate field mapping.
正解：D
解説：
Email-to-Case is the feature that allows automatic case generation from incoming emails by converting emails into case records. This functionality ensures that all relevant email data is captured directly into Salesforce cases, utilizing field mapping to organize and store information correctly.
質問 # 199
The customer wants to seamlessly integrate their existing CRM system. Which Salesforce feature facilitates this?
A. Data Import Wizard
B. Partner Integrations
C. Process Builder
D. Apex Code
正解：B
解説：
Seamless integration of an existing CRM system with Salesforce can be best facilitated through Partner Integrations. Salesforce offers a variety of pre-built integrations through its AppExchange, which includes many solutions developed by partners specifically for integrating various CRM systems. This approach provides standardized, supported, and scalable integration options, making "D. Partner Integrations" the optimal choice for such requirements.
Reference: Salesforce AppExchange
質問 # 200
The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?
A. Implement multi-factor authentication (MFA) for secure agent logins and access.
B. Configure field-level security to restrict access to sensitive data based on user roles.
C. Regularly conduct security audits and vulnerability assessments to identify potential risks.
D. Encrypt customer data at rest and in transit to protect against unauthorized access.
正解：B
解説：
Field-Level Security (FLS) is a fundamental security feature in Salesforce that allows administrators to control access to specific fields based on user roles. This feature is crucial for ensuring that sensitive customer data is only accessible by authorized personnel, thereby providing a targeted approach to data security and compliance. "B. Configure field-level security to restrict access to sensitive data based on user roles" is therefore the most important security requirement for managing access to sensitive information effectively.
Reference: Salesforce Field-Level Security