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[General] Useful Exam AP-226 Simulator Online | AP-226 100% Free Valid Exam Question

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【General】 Useful Exam AP-226 Simulator Online | AP-226 100% Free Valid Exam Question

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Salesforce Contact Center Accredited Professional Sample Questions (Q133-Q138):NEW QUESTION # 133
The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?
  • A. Implement round-robin routing to distribute cases evenly among agents.
  • B. Utilize presence-based routing to connect available agents regardless of expertise.
  • C. Configure skill-based routing with agent profiles mapped to specific languages and specialties.
  • D. Emphasize case escalation based on SLA breaches and time to resolution.
Answer: C
Explanation:
Skill-based routing is crucial for prioritizing case assignments based on agent competencies, such as language skills and technical expertise. By configuring agent profiles within Salesforce and mapping these profiles to specific skills, cases can be automatically routed to the most qualified agents. This method ensures that customers receive the best possible service from agents who are most capable of addressing their specific needs, enhancing both efficiency and customer satisfaction.

NEW QUESTION # 134
Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is:
1. Service Cloud Voice:
* Streamlines inbound and outbound calling within Salesforce,
eliminating context switching and improving agent productivity.
* Offers features like call recording, transcription, and click-to-dial for faster call handling.
2. Omni-Channel:
* Intelligently routes calls to the most qualified agents based on skills, availability, and workload, ensuring faster issue resolution.
* Provides real-time insights into agent performance and call metrics
for effective management.
3. Einstein Bots:
* Handles simple inquiries and FAQs, deflecting calls from agents and
reducing queue wait times.
* Can handle tasks like scheduling appointments, providing basic
account information, or collecting initial issue details, freeing up
agents for complex issues.
During a design workshop, Ursa Major Solar (UMS) indicates to a
consultant that many cases around the same topic, which is usually an
outage. Currently the customer service agents need to respond to each and every case separately, which takes a line amount of time. They would like to be able to collect these cases together and y message that would be received by all customers.
Which incident management feature should the consultant recommend
UMS the direct communication with customers?
  • A. Broadcast Email
  • B. Broadcast Alert
  • C. Broadcast Site Banner
Answer: B
Explanation:
To address the need for mass communication during common issue occurrences like outages, the consultant should recommend the Broadcast Alert feature in Salesforce Incident Management. This feature allows Ursa Major Solar to send a real-time alert to all affected customers quickly and efficiently. Broadcast Alerts are useful for providing immediate updates, instructions, or solutions to customers impacted by the same issue, thus reducing the need for individual case responses and significantly saving time.

NEW QUESTION # 135
Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot.
How should a consultant suggest UMS configure its Experience Cloud site to support this?
  • A. Pass in the User ID field as a hidden pre-chat field and check the vice of that le Channel flow to determine the routing destination
  • B. Create a Page Variation for each page where the chat is offerest one for authenticated one for guest users to alter the routing destination
  • C. Use conditional visibility on the Embedded Messaging component to show one for the users and one for guest users to alter the routing destination
Answer: A
Explanation:
To differentiate the chat routing for authenticated and guest users on an Experience Cloud site, using the Embedded Messaging component with conditional visibility settings based on user status is effective. However, passing the User ID as a hidden pre-chat field and using that value in an Omni-Channel flow to determine the routing destination offers a more seamless and automated approach. This setup ensures that authenticated users can bypass initial bot interactions and directly connect with an agent, while guest users start their interaction with an Einstein Bot.
Reference: Salesforce Omni-Channel Routing

NEW QUESTION # 136
The customer needs flexibility for future modifications to workflows and processes. Which design approach promotes maintainability?
  • A. Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation.
  • B. Utilize external applications and extensive third-party integrations for various functionalities.
  • C. Develop complex custom code for every functionality to achieve specific needs.
  • D. Design rigid workflows with limited room for future adjustments or customizations.
Answer: A
Explanation:
Salesforce promotes using standard features for flexibility and ease of maintenance. Using tools like Process Builder and Flow allows businesses to visually create, understand, and modify workflows without the need for complex code. This approach supports maintainability as modifications can be made easily by administrative staff rather than requiring developer intervention each time, which aligns with option "B. Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation." Reference: Salesforce Documentation on Process Builder

NEW QUESTION # 137
Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?
  • A. Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.
  • B. Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.
  • C. All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.
  • D. Manually reviewing and adjusting internal links and formatting within each article before migration.
Answer: C
Explanation:
Maintaining internal links and formatting when migrating knowledge base articles requires careful preparation. Exporting articles in formats that preserve these elements ensures they are retained during the migration. Manually reviewing articles allows for adjustments to links and formatting that may not automatically transfer correctly. Data transformation tools can automate some adjustments, adapting articles to the new system's requirements. Thus, "D. All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links" provides a comprehensive strategy for effectively maintaining article integrity during migration.
Reference: Salesforce Knowledge Base Migration

NEW QUESTION # 138
......
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