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CertJukenのSalesforce-Contact-Center問題集というものをきっと聞いたことがあるでしょう。でも、利用したことがありますか。「CertJukenのSalesforce-Contact-Center問題集は本当に良い教材です。おかげで試験に合格しました。」という声がよく聞こえています。CertJukenは問題集を利用したことがある多くの人々からいろいろな好評を得ました。それはCertJukenはたしかに受験生の皆さんを大量な時間を節約させ、順調に試験に合格させることができますから。
| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Contact Center Accredited Professional (Salesforce-Contact-Center) |
| Exam Number: | AP-226 |
| Exam Price: | USD 150 / JPY 20,000 (excluding tax) |
| Passing Score: | 66% |
| Available Languages: | English |
| Exam Duration: | 75 minutes |
| Certificate Validity Period: | Not formally specified (no expiration stated for this exam) |
| Exam Format: | Multiple-select, Multiple-choice |
| Related Certifications: | Omni-Channel Routing Service Cloud Voice Service Cloud Digital Engagement |
| Real Exam Qty: | 60 (plus up to 5 unscored questions) |
| Recommended Training: | Contact Center training modules (Service Cloud, Omni-Channel, Digital Engagement) Service Cloud Voice and Contact Center learning resources |
| Exam Registration: | Salesforce Certification Registration (Trailhead Academy) Salesforce Certification Exam Guide |
| Sample Questions: | Salesforce Salesforce-Contact-Center Sample Questions |
| Exam Way: | Online proctored or onsite testing center |
| Pre Condition: | None officially required; typically intended for Salesforce partners with 2–3 years of consulting/implementation experience in customer service or contact center solutions |
| Official Syllabus URL: | https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226 |
>> Salesforce-Contact-Center合格資料 <<
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質問 # 117
Your customer has a small-scale implementation with a tight timeline. Which release strategy best suits this scenario?
正解：D
解説：
For a small-scale implementation with a tight timeline, a pilot deployment strategy is particularly suitable. This approach allows a limited user group to test the new system, providing valuable feedback before a full-scale rollout. It helps identify potential issues in a controlled environment, minimizing risk and enabling adjustments based on real user experiences, making it the best choice under the described circumstances.
Reference: Salesforce Documentation on Implementation Strategies
質問 # 118
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?
正解：C
解説：
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
質問 # 119
You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?
正解：A
解説：
Efficiently managing the transition of social media messaging in a new routing setup involves several strategies:A. Pre-populating agent dashboards with relevant information enhances readiness to handle incoming interactions effectively.B. Ensuring seamless continuity of ongoing conversations during the cut- over minimizes disruption to customer communications.C. Automating case creation and assignment based on social media content and customer profiles streamlines the response process.Combining these approaches ensures that social media inquiries are managed smoothly and efficiently during and after the transition.
References: https://help.salesforce.com/articleView?id=sf.social_customer_service_setup.htm
質問 # 120
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?
正解：A
解説：
In the scenario where management wants cases to be automatically assigned to agents without manual selection and includes a fallback mechanism, the consultant should recommend utilizing the " Case Owner Settings " in the Email-to-Case configuration. This feature allows the system to automatically assign incoming cases based on predefined rules and ensures that if a specific agent isn't available, the case can be routed to a fallback queue or another available agent. This setting integrates seamlessly into the routing model, supporting different channels and ensuring efficient case handling.
References: https://help.salesforce.com/articleView?id=sf.email_to_case.htm
質問 # 121
(a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.
正解：C
解説：
Reference: Salesforce Reports and Dashboards
質問 # 122
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