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[General] AP-226 Latest Dumps Pdf & AP-226 Exam Online

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【General】 AP-226 Latest Dumps Pdf & AP-226 Exam Online

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Salesforce Contact Center Accredited Professional Sample Questions (Q72-Q77):NEW QUESTION # 72
The company aims to reduce operational costs. Which KPI is most relevant to track their progress?
  • A. Agent Resolution Rate
  • B. Employee Turnover Rate
  • C. Customer Acquisition Cost (CAC)
  • D. Average Cost per Case (CPAC)
Answer: D
Explanation:
The Average Cost per Case (CPAC) is the most relevant KPI for tracking progress in reducing operational costs within a contact center. This metric provides a clear measurement of the cost associated with resolving each customer case, taking into account all resources utilized in the process. Monitoring and optimizing CPAC can help a company identify areas where efficiencies can be improved, thus directly contributing to the reduction of operational costs.

NEW QUESTION # 73
The customer needs real-time sentiment analysis during calls. Which third-party integration might be beneficial?
  • A. Zoom
  • B. Genesys Cloud CX
  • C. Google Cloud AI
  • D. Zendesk
Answer: C
Explanation:
Google Cloud AI offers robust capabilities for sentiment analysis, which can be integrated with Salesforce to analyze customer sentiments in real-time during calls. This integration uses machine learning models to assess voice and text inputs to determine the customer's mood and tone, providing valuable insights to agents during live interactions.
Google Cloud AI specializes in machine learning and AI capabilities, including natural language processing necessary for sentiment analysis.
Zoom, Genesys Cloud CX, and Zendesk offer various communication and customer service solutions but do not inherently provide real-time sentiment analysis without additional AI capabilities like those offered by Google Cloud AI.
More information on integrating Google Cloud AI with Salesforce for sentiment analysis can be found at Salesforce and Google Cloud Integration.

NEW QUESTION # 74
The correct answer is Provision a long code phone number at least 2weeks before go-live.
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?
  • A. The correct answer is Create and assign a new Presence Configuration.
  • B. Create and assign a new Presence Status
  • C. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.
Answer: C
Explanation:
To support new hire agents who struggle with handling multiple chat requests, configuring Omni-Channel settings to limit the number of concurrent chats is crucial. By creating and assigning a new Presence Configuration that limits junior agents to handling only two chat requests at a time, administrators can effectively manage agent workload. This configuration allows the organization to tailor chat capacity to individual agent capabilities, improving both performance and job satisfaction. "A. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration" is therefore the correct approach to provide ramp-up time for junior agents.
Reference: Salesforce Omni-Channel Settings

NEW QUESTION # 75
The customer prioritizes cost optimization and efficient resource allocation. Which design aspect contributes to this?
  • A. Develop extensive custom functionalities with high implementation and maintenance costs.
  • B. Implement resource-intensive automations without considering their impact on operational cost.
  • C. Optimize agent schedules and routing based on real-time call volume and workload.
  • D. Leverage standard Salesforce features and pre-built functionalities to avoid custom development.
Answer: D
Explanation:
Focusing on cost optimization and efficient resource allocation, leveraging standard Salesforce features and pre-built functionalities is the most effective approach. This design aspect minimizes the need for extensive custom development, which can be costly and resource-intensive to maintain. By using built-in capabilities, organizations can take advantage of Salesforce's robust platform, ensuring that they are using reliable, tested solutions that integrate seamlessly without the additional overhead associated with custom solutions.

NEW QUESTION # 76
Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?
  • A. Documenting API configurations and connection details for external integrations after successful migration and testing.
  • B. Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.
  • C. All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.
  • D. Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.
Answer: C
Explanation:
Ensuring the accuracy and functionality of external system integrations during a migration involves comprehensive preparation:
A: Mapping and verifying field names and data formats ensures compatibility between systems.
B: Testing data exchange with external systems through mock scenarios validates the integration before live deployment.
C: Documenting API configurations and connection details provides a reference for maintaining and troubleshooting integrations post-migration.
These steps collectively ensure a smooth transition and reliable operation of external system integrations in the new Contact Center system.

NEW QUESTION # 77
......
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