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Salesforce Contact Center Accredited Professional 認定 AP-226 試験問題:

1. Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?

A) Develop custom dashboards for detailed agent performance analysis and identify areas for improvement.
B) Implement automated case categorization and routing to optimize agent utilization.
C) All of the above, promoting operational efficiency and minimizing unnecessary resource usage.
D) Offer self-service options and chatbots to deflect simple inquiries and reduce call volume.

2. The customer values user adoption and training. Which element should be prioritized in the implementation plan?

A) End-to-end user training programs and support resources.
B) Extensive technical documentation and configuration guides.
C) Development and testing of core functionalities before focusing on user experience.
D) Comprehensive change management and communication strategy.

3. 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?

A) Flow Settings
B) Task Settings
C) Case Owner Settings

4. To ensure a successful digital transformation with a multi-channel strategy, engaging the right stakeholders during the discovery phase is crucial.
Here's the breakdown of the options and why the most suitable choice is:
Option 3: VP of Customer Experience; VP of Service; IT Leadership.
Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?

A) Average handling time, number of calls answered, customer satisfaction an training time
B) Average response time, cost per call, deflection rate, and employee training lime
C) Revenue growth number of repeat customers, net promoter source, and employer le

5. 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 Site Banner
B) Broadcast Alert
C) Broadcast Email

質問と回答：