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[General] AP-226 Latest Braindumps Ebook, Free AP-226 Brain Dumps

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【General】 AP-226 Latest Braindumps Ebook, Free AP-226 Brain Dumps

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Salesforce Contact Center Accredited Professional Sample Questions (Q79-Q84):NEW QUESTION # 79
Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?
  • A. Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.
  • B. Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.
  • C. Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.
  • D. All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.
Answer: D
Explanation:
Continuous improvement in a Contact Center can be supported by leveraging a combination of Salesforce's pre-built reports and dashboards for tracking key metrics, utilizing Einstein Analytics for deeper insights and predictive capabilities, and gathering direct feedback from agents. This comprehensive approach allows organizations to identify areas for improvement based on quantitative data and qualitative feedback, facilitating proactive problem-solving and ensuring ongoing optimization of contact center operations.

NEW QUESTION # 80
The customer wants automated case escalation based on specific criteri
a. Which data model element plays a key role?
  • A. Process Builder sequences defining escalation actions and notifications.
  • B. Entitlements specifying service level agreements and associated escalation rules.
  • C. Custom fields capturing escalation triggers like priority or SLA breaches.
  • D. Workflow Rules configured with escalation steps and case field conditions.
Answer: B
Explanation:
In Salesforce, Entitlements are crucial for managing service level agreements (SLAs) and the associated rules, including escalation policies. Entitlements allow organizations to define and enforce service levels through milestones that can trigger escalations if cases are at risk of breaching service commitments. This functionality is essential for automated case escalation based on specific criteria such as response times or resolution deadlines, which makes "D. Entitlements specifying service level agreements and associated escalation rules" the correct answer.
Reference: Salesforce Documentation on Entitlements

NEW QUESTION # 81
The customer wants to track metrics across different case types and channels. Which reporting element helps with data standardization and analysis?
  • A. Develop custom reports with unique data models for each case type and channel.
  • B. Implement separate dashboards for each channel and case type with customized metrics.
  • C. Employ third-party analytics tools with independent data structures and visualizations.
  • D. Utilize standard case fields and reporting tools to categorize and analyze data across the board.
Answer: D
Explanation:
Standardizing data across different case types and channels can be efficiently managed using Salesforce's built-in case fields and reporting tools. This allows for consistent categorization and analysis of data, enhancing the ability to track and compare metrics seamlessly across the organization. Option "B. Utilize standard case fields and reporting tools to categorize and analyze data across the board" best fits this need, as it utilizes the robust native functionalities of Salesforce for comprehensive data analysis and reporting.
Reference: Salesforce Documentation on Reports and Dashboards

NEW QUESTION # 82
You're migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?
  • A. Salesforce Platform Events or Queues for real-time data streaming and storage.
  • B. Salesforce Content Management System (CMS) for document and asset management.
  • C. File attachments within Salesforce case records.
  • D. External cloud storage with Salesforce integration.
Answer: D
Explanation:
When migrating historical call recordings, secure and scalable storage options are crucial. External cloud storage solutions, integrated with Salesforce, provide the best option for handling large volumes of data such as call recordings. These solutions offer scalability, security, and easy accessibility, which are necessary for effective data management within Salesforce environments. Thus, "B. External cloud storage with Salesforce integration" is the most suitable storage option for this purpose.
Reference: Salesforce Files and Content Management

NEW QUESTION # 83
You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?
  • A. Einstein Search for intelligent article recommendations based on customer keywords and context.
  • B. All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.
  • C. Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.
  • D. Salesforce Knowledge articles with categorization and tagging for easy customer search.
Answer: B
Explanation:
Configuring a self-service knowledge base effectively involves multiple Salesforce features: A. Salesforce Knowledge provides articles that can be easily categorized and tagged for customer searches. B. Web-to-Case forms allow customers to submit inquiries directly if articles do not resolve their issues. C. Einstein Search enhances the experience by offering intelligent article recommendations based on customer inputs. These features together create a robust, user-friendly self-service knowledge base, promoting efficient customer self-help and satisfaction.

NEW QUESTION # 84
......
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