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[General] Free AP-226 Vce Dumps | AP-226 New Study Plan

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【General】 Free AP-226 Vce Dumps | AP-226 New Study Plan

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Salesforce Contact Center Accredited Professional Sample Questions (Q194-Q199):NEW QUESTION # 194
The customer wants to measure the effectiveness of self-service options. Which metrics would be most relevant?
  • A. All of the above, providing a comprehensive view of self-service effectiveness and user experience.
  • B. Monitor customer satisfaction surveys completed after using self-service options.
  • C. Analyze average resolution times for cases initiated through self-service versus traditional channels.
  • D. Track the number of cases deflected by self-service compared to the total case volume.
Answer: A
Explanation:
Measuring the effectiveness of self-service options effectively involves tracking multiple metrics: the number of cases deflected by self-service tools, customer satisfaction ratings after using these options, and comparing resolution times between self-service and traditional support channels. This combination of metrics provides a holistic view of how well self-service options are meeting customer needs and where improvements might be necessary to enhance efficiency and user satisfaction.

NEW QUESTION # 195
Your case management design includes knowledge base article recommendations within cases. Which Salesforce feature facilitates this?
  • A. All of the above, offering options for integrating knowledge base recommendations and enhancing self-service within case management.
  • B. Case Escalation Rules automatically triggering article recommendations when specific criteria are met within a case.
  • C. Web-to-Case forms embedded within Knowledge Base articles for easy case creation if the article doesn't resolve the issue.
Answer: A
Explanation:
Salesforce Knowledge can be integrated directly into the case management process, enabling automated article recommendations based on the details of the case. Both options listed in the choices support this capability: A. Web-to-Case forms can be enhanced by embedding within Knowledge Base articles, helping users to create cases directly if articles do not resolve their issues, thus enhancing the self-service aspect and linking case creation with relevant knowledge directly. B. Case Escalation Rules can be configured to automatically trigger knowledge base article recommendations when specific criteria within a case are met. This ensures that users and support agents have the most relevant information at hand, potentially reducing resolution times and increasing customer satisfaction.
For more details, you can review the Salesforce documentation on integrating Knowledge with case management here:
https://help.salesforce.com/

NEW QUESTION # 196
The customer values user adoption and training. Which element should be prioritized in the implementation plan?
  • A. Development and testing of core functionalities before focusing on user experience.
  • B. Extensive technical documentation and configuration guides.
  • C. End-to-end user training programs and support resources.
  • D. Comprehensive change management and communication strategy.
Answer: C
Explanation:
User adoption and training are crucial for the successful implementation of any new system. Prioritizing end-to-end user training programs and support resources is essential to ensure that all users are comfortable and proficient with the new tools and functionalities. This approach helps to maximize user engagement and productivity, which are critical for the overall success of the project. Therefore, "C. End-to-end user training programs and support resources" should be the focus in the implementation plan to enhance user adoption and effectiveness.
Reference: Salesforce Training and Certification

NEW QUESTION # 197
You need to integrate external systems for additional data enrichment within cases. Which tool facilitates this?
  • A. Apex code development for custom integrations with specific external systems and data retrieval.
  • B. Salesforce Connect for establishing secure and centralized connectivity with a broader range of external systems.
  • C. All of the above, providing options for integrating external data sources and enriching case information for informed decision-making.
  • D. Flow Builder with pre-built connectors and actions for integration with various external data sources.
Answer: C
Explanation:
Integrating external systems for data enrichment within cases can be accomplished through several tools within Salesforce. Apex code allows for customized integrations tailored to specific external systems. Flow Builder supports seamless integration with its pre-built connectors. Salesforce Connect provides robust connectivity to a wide array of external data sources. Therefore, "D. All of the above, providing options for integrating external data sources and enriching case information for informed decision-making" is the correct answer, offering multiple avenues to achieve comprehensive data integration.
Reference: Salesforce Integration Capabilities

NEW QUESTION # 198
Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?
  • A. Parallel deployment running both platforms simultaneously until full migration to the new system.
  • B. All of the above, depending on the platform integration complexity and desired downtime window.
  • C. Cutover deployment with a temporary system switch during scheduled maintenance time for minimal disruption.
  • D. Phased deployment migrating agents and customer access in groups to minimize service interruption.
Answer: B
Explanation:
Transitioning to a new chat platform integrated with Salesforce can be effectively managed through various deployment strategies, each suitable based on the specific scenario: A. Phased deployment gradually transitions agents and customers, minimizing disruption. B. Parallel deployment allows running both the old and new platforms simultaneously to ensure continuous service. C. Cutover deployment switches systems during a planned downtime, which is typically scheduled for low-usage times. Selecting the appropriate method depends on factors like the complexity of integration and the organization's tolerance for downtime.

NEW QUESTION # 199
......
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