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[General] 100% Pass Salesforce - The Best AP-226 - Contact Center Accredited Professional

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【General】 100% Pass Salesforce - The Best AP-226 - Contact Center Accredited Professional

Posted at yesterday 12:13      View：4 | Replies：0        Print      Only Author   [Copy Link] 1#
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Salesforce Contact Center Accredited Professional Sample Questions (Q189-Q194):NEW QUESTION # 189
Your data migration plan involves staged rollouts for different user groups. Which data preparation step facilitates this approach?
  • A. Testing data migration functionalities with pilot groups to identify and address any issues before broader rollout.
  • B. Configuring role-based access controls within the new system to ensure data access aligns with user group assignments.
  • C. Dividing customer data into separate subsets based on user groups for targeted and phased migration.
  • D. All of the above, contributing to a controlled and efficient data migration process with minimal disruption to different user groups.
Answer: D
Explanation:
For a staged rollout involving different user groups, several data preparation steps are crucial to ensure a smooth transition. Dividing customer data into subsets allows for phased migration, targeting specific groups at different times. Configuring role-based access controls ensures that data access permissions are appropriately set for each group. Conducting tests with pilot groups helps identify and rectify issues before a full rollout. Thus, "D. All of the above, contributing to a controlled and efficient data migration process with minimal disruption to different user groups" best encapsulates the comprehensive approach needed for successful staged rollouts.
Reference: Salesforce Data Migration Best Practices

NEW QUESTION # 190
The most suitable functionality to automatically assign cases to an account's dedicated service agent, thereby improving service level quality, is Case Assignment Rules. Here's why:
Ursa Major Solar (UMS) wants to implement Service Cloud Voice. UMS is satisfied with it current telephony provider, which can be used with Voice.
Which Service Cloud Voice telephony model should a consultant recommend?
  • A. telephony provider and it can be used with Service Cloud Voice, the most suitable telephony model is Service Cloud Voice with partner telephony.
  • B. Service Cloud Voice with partner telephony Service Cloud Voice with
    Amazon Connect
  • C. Service Cloud Voice with partner telephony from Amazon Connect
    Given that Ursa Major Solar (UMS) is already satisfied with their current
Answer: C
Explanation:
Given that Ursa Major Solar (UMS) is satisfied with its current telephony provider, and this provider is compatible with Service Cloud Voice, the most appropriate recommendation is Service Cloud Voice with partner telephony. This option allows UMS to integrate its existing telephony solution into the Salesforce environment, leveraging its current systems while benefiting from the enhanced CRM capabilities of Service Cloud Voice. This integration ensures a seamless transition and utilization of familiar tools while accessing new functionalities like call transcription and CRM data integration during calls.

NEW QUESTION # 191
You have identified two personas for your Contact Center: experienced agents and new hires. How can future functionality cater to both groups?
  • A. Offer personalized dashboards with relevant metrics and performance insights for each agent.
  • B. Design a flexible interface that adapts to different skill levels and learning styles.
  • C. Implement separate knowledge bases with content tailored to each persona's experience level.
  • D. Develop advanced automation tools for experienced agents and basic training resources for new hires.
Answer: B
Explanation:
To cater to both experienced agents and new hires effectively within a contact center, designing a flexible interface that adapts to various skill levels and learning styles is crucial. This approach ensures that the system is intuitive for new hires, providing an easier learning curve, while still offering advanced features and shortcuts that experienced agents can utilize to increase efficiency. A flexible interface helps in maintaining high productivity across all agent profiles by allowing users to customize and configure their workflows according to their proficiency.

NEW QUESTION # 192
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. Case Assignment Rule
  • C. Omni Channel Flows
Answer: C
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 # 193
The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?
  • A. Omni-Channel Routing
  • B. Einstein Bots
  • C. Case Management
  • D. Customer Community
Answer: C
Explanation:
Case Management functionality in Salesforce is designed to provide a holistic view of customer interactions across all channels. It allows agents to manage and access all customer case information and interactions in one place, ensuring a seamless customer service experience. Therefore, "B. Case Management" is the most appropriate functionality to achieve a single view of customer interactions across various communication channels.
Reference: Salesforce Case Management

NEW QUESTION # 194
......
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