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[General] Exam AP-226 Bootcamp, AP-226 Exam Sample Online

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【General】 Exam AP-226 Bootcamp, AP-226 Exam Sample Online

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Salesforce Contact Center Accredited Professional Sample Questions (Q109-Q114):NEW QUESTION # 109
The customer needs advanced customization for specific workflows. Which option provides flexibility?
  • A. Third-party development
  • B. Salesforce Flow
  • C. Out-of-the-box configuration
  • D. Custom Apex coding
Answer: B
Explanation:
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.

NEW QUESTION # 110
The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?
  • A. Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.
  • B. Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.
  • C. Configure case fields to capture customer tier and contract details for manual prioritization.
  • D. Develop custom formulas to calculate customer loyalty and contract value score.
Answer: B
Explanation:
Implementing automated case escalation rules based on pre-defined loyalty and contract value thresholds is the most effective way to prioritize cases. This approach uses automation to ensure that high-value customers receive the attention they require promptly, without manual intervention, thus improving efficiency and customer satisfaction.
Reference: Salesforce Automation for Case Escalation

NEW QUESTION # 111
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
Answer: B
Explanation:
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.

NEW QUESTION # 112
The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?
  • A. Number of Resolved Cases
  • B. Customer Satisfaction (CSAT) Score
  • C. Case Resolution Rate
  • D. Average Contact Handle Time (AHT)
Answer: B
Explanation:
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

NEW QUESTION # 113
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 # 114
......
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