AP-226認証試験、AP-226日本語版対策ガイド

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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Design29%- Scalable Architecture Design
  • 1. Design maintainable Contact Center solutions
    • 2. Apply standard data models
      - Solution Mapping
      • 1. Map Contact Center features to requirements
        Discovery20%- Customer Use Case Analysis
        • 1. Identify personas and stakeholders
          • 2. Conduct requirement interviews
            - Success Metrics
            • 1. Identify KPIs aligned to business goals
              - Requirements Definition
              • 1. Define channel and routing requirements
                • 2. Map use cases to features and systems
                  Implement- Contact Center Configuration
                  • 1. Set up core Contact Center features
                    • 2. Configure operational components

                      >> AP-226認証試験 <<

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                      Salesforce Contact Center Accredited Professional 認定 AP-226 試験問題 (Q79-Q84):

                      質問 # 79
                      Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?

                      正解：B

                      解説：
                      In upgrading to a new Contact Center analytics platform, maintaining continuity and user familiarity is critical. Mapping existing reports and dashboards with similar layouts helps ease the transition. Providing comprehensive training on new features ensures users can fully leverage the new platform. Importing historical data allows for ongoing trend analysis and comparative insights. Thus, "D. All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system" encapsulates the comprehensive approach needed to ensure a seamless changeover.
                      Reference: Salesforce Data and Analytics Migration Best Practices


                      質問 # 80
                      You need to validate case closure accuracy and completeness. Which tool helps with this?

                      正解：A

                      解説：
                      For configuring chatbots within a Contact Center, multiple platforms offer flexibility and diverse functionalities:
                      A: Einstein Bots provide AI-powered conversation capabilities with templates tailored for various customer service scenarios.
                      B: Flow Builder offers a visual interface for designing bot conversations, making it easy to customize logic and user interactions.
                      C: Dialogflow and other third-party platforms can be integrated with Salesforce, offering advanced AI and NLP capabilities for complex interactions.
                      Leveraging these platforms provides comprehensive options for creating and managing chatbots tailored to different needs and use cases within a Contact Center.


                      質問 # 81
                      The best set of functionalities for the client's needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specific requirements.

                      正解：C

                      解説：
                      configured in Amazon Connect a part of the implementation
                      Explanation:
                      One of the Agile principles relevant to the query is "Customer collaboration over processes and tools." This principle emphasizes the importance of working with customers throughout the development process, valuing their input more than sticking rigidly to tools or predefined processes. This collaborative approach ensures that the product evolves as per the customer's needs and feedback, leading to more successful and relevant outcomes. It supports Agile's overarching goal of adaptive planning, evolutionary development, and continual improvement, which aligns perfectly with the dynamic needs of project development.
                      Reference: https://agilemanifesto.org/principles.html


                      質問 # 82
                      The customer values user adoption and training. Which element should be prioritized in the implementation plan?

                      正解：C

                      解説：
                      User adoption and training are crucial for the successful implementation of any new system. Prioritizing end-to-end user training programs and support resources is essential to ensure that all users are comfortable and proficient with the new tools and functionalities. This approach helps to maximize user engagement and productivity, which are critical for the overall success of the project. Therefore, "C. End-to-end user training programs and support resources" should be the focus in the implementation plan to enhance user adoption and effectiveness.
                      Reference: Salesforce Training and Certification


                      質問 # 83
                      The consultant should recommend the company utilize Flow Settings in
                      Email-to-Case to meet their requirements.
                      A customer service manager wants to implement a process where a case
                      gets reassigned to a higher support tier if it is not resolved within a given service-level agreement (SLA) timeline.
                      Which solution should a consultant propose to set this process up?

                      正解：A

                      解説：
                      For managing cases based on service-level agreements (SLAs) where a case needs to be reassigned to a higher support tier if not resolved within the specified time, the appropriate solution is to use Escalation Rules. Escalation Rules in Salesforce allow you to automatically escalate cases based on criteria such as case age, ensuring that SLA timelines are adhered to. The rule can be set to change the assignment of the case to a higher tier support group or individual when the case remains open past the SLA threshold.
                      Reference: Salesforce Escalation Rules


                      質問 # 84
                      ......

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