최신Salesforce Contact Center Accredited Professional - AP-226무료샘플문제
문제1
Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?
Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?
정답: D
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문제2
You need to validate automated case escalation. Which tool helps monitor and assess this process?
You need to validate automated case escalation. Which tool helps monitor and assess this process?
정답: D
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문제3
While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?
While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?
정답: A,B,C
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문제4
The consultant needs to specify the Inbound Flow Action in the channel
setting, in addition to selecting the flow, to use the Omni-Channel flow for the Enhanced Bot.
During a workshop, management at a company explains that its contact
center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general queue, where the agents pick up the case manually.
Management would like available agents to receive the cases automatically so they do not pick cases. They also require that if the case cannot be directed to the correct agent, there is a fallback option. The agent can be assigned cases from different channels and would like this incorporated into the routing model.
Which setting in Email-to-Case should a consultant recommend the
company utilize?
The consultant needs to specify the Inbound Flow Action in the channel
setting, in addition to selecting the flow, to use the Omni-Channel flow for the Enhanced Bot.
During a workshop, management at a company explains that its contact
center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general queue, where the agents pick up the case manually.
Management would like available agents to receive the cases automatically so they do not pick cases. They also require that if the case cannot be directed to the correct agent, there is a fallback option. The agent can be assigned cases from different channels and would like this incorporated into the routing model.
Which setting in Email-to-Case should a consultant recommend the
company utilize?
정답: A
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문제5
Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?
Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?
정답: B
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문제6
The company's primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?
The company's primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?
정답: B
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문제7
Your customer has a small-scale implementation with a tight timeline. Which release strategy best suits this scenario?
Your customer has a small-scale implementation with a tight timeline. Which release strategy best suits this scenario?
정답: B
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문제8
Your design includes integrating WhatsApp Business for customer communication. Which tool facilitates this?
Your design includes integrating WhatsApp Business for customer communication. Which tool facilitates this?
정답: C
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문제9
The required configurations for the client's requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to the contact center, which contain many PDF files, In general, the email communication back and forth with the customer is high. They do not want to duplicate the PDFs every time a new email's received in the same email thread.
When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.
How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?
The required configurations for the client's requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to the contact center, which contain many PDF files, In general, the email communication back and forth with the customer is high. They do not want to duplicate the PDFs every time a new email's received in the same email thread.
When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.
How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?
정답: C
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문제10
Universal Containers (UC) requires agents to use their mobile devices as part of the daily operations. In order to do that, agents need a service app that can be published on AppExchange. Which kind of environment should UC use to develop and deploy this app on Appexchange?
Universal Containers (UC) requires agents to use their mobile devices as part of the daily operations. In order to do that, agents need a service app that can be published on AppExchange. Which kind of environment should UC use to develop and deploy this app on Appexchange?
정답: A
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문제11
The customer wants automated case escalation based on specific criteri
a. Which data model element plays a key role?
The customer wants automated case escalation based on specific criteri
a. Which data model element plays a key role?
정답: A
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문제12
The customer desires seamless integration with their existing CRM system. Which functionality bridges this gap?
The customer desires seamless integration with their existing CRM system. Which functionality bridges this gap?
정답: C
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문제13
The customer aims to automate repetitive tasks like case escalation. Which functionality can streamline this?
The customer aims to automate repetitive tasks like case escalation. Which functionality can streamline this?
정답: B
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