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[General] Pass-guaranteed AP-226 Exam Practice Display the High-quality Training Materials

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【General】 Pass-guaranteed AP-226 Exam Practice Display the High-quality Training Materials

Posted at yesterday 09:50      View：7 | Replies：0        Print      Only Author   [Copy Link] 1#
Our exam prep material is famous among Salesforce exam candidates which help to polish the knowledge required to pass the Contact Center Accredited Professional exam. The certification is organized by Salesforce internationally. Our Contact Center Accredited Professional (AP-226) exam questions are the most cost-effective as we understand that you need low-cost material but are authentic and updated. Pass4Leader provides its Salesforce AP-226 Exam Questions in three forms, one is PDF eBook, the second is practice exam software for Windows-based systems, and the third is an online practice test.
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Salesforce Contact Center Accredited Professional Sample Questions (Q18-Q23):NEW QUESTION # 18
For supervisors within a Service Cloud Voice environment using Amazon Connect, the ideal tools to track key performance indicators (KPIs) like calls answered, average handle time, and average speed to answer are:
Which functionality should a consultant recommend when a client wants to improve their service level quality and automatically push cases to an account's dedicated service agent?
  • A. Skill-Based Routing Rules
  • B. Omni Channel Flows
  • C. Case Assignment Rule
Answer: B
Explanation:
When aiming to improve service level quality by automatically pushing cases to an account's dedicated service agent, the recommended functionality is Omni Channel Flows. Omni Channel Flows allow for advanced routing configurations that take into account agent skills, availability, and workload. This enables cases to be dynamically routed to the appropriate agent who has been identified as the dedicated service agent for a particular account, ensuring that customers receive consistent and knowledgeable support.

NEW QUESTION # 19
You need to deploy a new case routing algorithm based on AI. Which deployment process provides the safest and most controlled approach?
  • A. Pilot deployment involving a small user group for testing and feedback before broader rollout.
  • B. Full sandbox deployment for comprehensive testing before migrating to production.
  • C. All of the above, depending on the complexity and potential impact of the new algorithm.
  • D. Production deployment directly to all users simultaneously, with immediate effect.
Answer: A
Explanation:
Deploying a new case routing algorithm based on AI is best approached using a pilot deployment. This method involves testing the new algorithm with a small group of users to collect feedback and assess performance in a controlled environment. This approach allows for identifying potential issues and making necessary adjustments before a full-scale rollout, thus reducing risk and ensuring the algorithm performs as intended when implemented broadly.

NEW QUESTION # 20
The customer desires seamless integration with their existing CRM system. Which functionality bridges this gap?
  • A. Partner Integrations
  • B. Data Import Wizard
  • C. Einstein Analytics
  • D. Apex Code Development
Answer: A
Explanation:
Partner integrations in Salesforce Contact Center allow for seamless integration with existing CRM systems by leveraging pre-built connectors and integration apps available on Salesforce AppExchange. These partner solutions are specifically designed to integrate diverse systems with Salesforce, ensuring that data flows smoothly between Salesforce and other CRMs without needing custom development. This enables businesses to enhance their customer service capabilities by integrating their existing tools and databases into a unified Salesforce environment.

NEW QUESTION # 21
The customer requests integrations with existing CRM and marketing automation systems. Which approach promotes data integrity and maintainability?
  • A. Develop custom code for each integration, creating independent data silos and complex maintenance needs.
  • B. Avoid integrations altogether and maintain separate data environments for different functionalities.
  • C. Implement point-to-point integrations with each system, requiring ongoing customization and management.
  • D. Utilize pre-built Salesforce connectors and APIs for seamless data exchange with external systems.
Answer: D
Explanation:
Salesforce provides various pre-built connectors and APIs that enable seamless integration with external CRM and marketing automation systems. Using these connectors and APIs ensures data integrity and maintainability by facilitating standardized data exchange and reducing the need for custom code, which can become cumbersome and error-prone. Thus, option "B. Utilize pre-built Salesforce connectors and APIs for seamless data exchange with external systems" is the best approach for integrating systems while maintaining data integrity and ease of maintenance.
Reference: Salesforce Documentation on Integration

NEW QUESTION # 22
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 # 23
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