実際的なAP-226受験資料更新版 &合格スムーズAP-226試験感想 |一番優秀なAP-226テキスト

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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Discovery20%- Customer Use Case Analysis
  • 1. Conduct requirement interviews
    • 2. Identify personas and stakeholders
      - Requirements Definition
      • 1. Define channel and routing requirements
        • 2. Map use cases to features and systems
          - Success Metrics
          • 1. Identify KPIs aligned to business goals
            Topic 2: Implement- Contact Center Configuration
            • 1. Set up core Contact Center features
              • 2. Configure operational components
                Topic 3: Design29%- Solution Mapping
                • 1. Map Contact Center features to requirements
                  - Scalable Architecture Design
                  • 1. Design maintainable Contact Center solutions
                    • 2. Apply standard data models

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                      Salesforce AP-226試験感想 & AP-226テキスト

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                      Salesforce Contact Center Accredited Professional 認定 AP-226 試験問題 (Q170-Q175):

                      質問 # 170
                      You need to migrate complex workflows from your legacy system. Which tool facilitates this?

                      正解：D

                      解説：
                      Depending on the complexity and requirements of the legacy workflows, you can utilize Process Builder for simple automation, Flow Builder for more intricate logic and integrations, or Apex code for custom scripting of advanced functionalities. Choose the tool that best suits the specific workflow you're migrating.


                      質問 # 171
                      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：A

                      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 # 172
                      Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
                      How should an administrator provision the phone number to support this
                      functionality?

                      正解：B

                      解説：
                      For notifying customers with automated outbound SMS messages, provisioning a phone number well in advance is essential. A long code phone number, which is typically a regular 10-digit phone number, is suitable for such notifications and generally requires at least 2 weeks to provision. This allows sufficient time for setup and testing before going live. Therefore, "C. Provision a long code phone number at least 2 weeks before golive" is the correct step for supporting this functionality effectively.
                      Reference: Salesforce SMS Implementation Guide


                      質問 # 173
                      The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.
                      Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can be answered.
                      Which changes to the Contact Support form process should a consultant suggest to improve the response times?

                      正解：A

                      解説：
                      To improve the response times for cases logged via the Contact Support form on Ursa Major Solar's Experience Cloud site, it is recommended to implement Case Assignment Rules. By using Case Assignment Rules to check for specific keywords in the subject or description fields, cases can be automatically assigned to the appropriate specialist queue based on the detected keywords. This targeted assignment ensures that cases are handled by the most suitable department from the outset, reducing the need for transfers and thereby improving response times. This approach leverages Salesforce's built-in functionality to efficiently route cases based on content, which can be set up and maintained with minimal technical overhead.
                      Reference: https://help.salesforce.com/


                      質問 # 174
                      The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
                      Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
                      Which Experience Cloud template should a consultant recommend

                      正解：C

                      解説：
                      For Ursa Major Solar's objective to strengthen loyalty, increase case deflection, and improve customer retention, the consultant should recommend using the "Help Center" template from Experience Cloud. This template is designed specifically for customer support, providing features such as FAQs, articles, and community forums, which empower customers to find answers independently. Implementing a customer portal using the Help Center template can effectively reduce the volume of direct inquiries, promoting case deflection and enhancing customer satisfaction through efficient self-service options.
                      Reference: https://help.salesforce.com/s/articleView?id=sf.networks_choose_template.htm


                      質問 # 175
                      ......

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