Salesforce-Contact-Center題庫更新資訊，Salesforce-Contact-Center熱門考古題

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Salesforce Salesforce-Contact-Center Exam Overview:

Certification Vendor:	Salesforce
Exam Name:	Salesforce Contact Center Accredited Professional
Exam Number:	AP-226
Passing Score:	65%
Available Languages:	English
Exam Price:	$200 USD
Related Certifications:	Salesforce Service Cloud
Exam Format:	Multiple Choice, Multiple Select
Certificate Validity Period:	N/A
Real Exam Qty:	60
Exam Duration:	90 minutes
Sample Questions:	Salesforce Salesforce-Contact-Center Sample Questions
Exam Way:	Online proctored or at a testing center
Pre Condition:	No formal prerequisites; recommended for partners and consultants with experience in Salesforce Service Cloud and contact center solutions.
Official Syllabus URL:	https://trailhead.salesforce.com/en/credentials/accreditedprofessionaloverview

>> Salesforce-Contact-Center題庫更新資訊 <<

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Salesforce Salesforce-Contact-Center 考試大綱：

主題	簡介
主題 1	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
主題 2	Design: Deals with the Contact Center functionalities with the stipulated requirements. Subsequently, when presented with business requirements, devise scalable and maintainable solutions for the Contact Center, adhering to standard data models.
主題 3	Implement: This section deals with setting up the fundamental Contact Center functionalities and features. Following this, in alignment with the complete design, configure and authenticate the email functionality, ensuring its seamless operation. Similarly, based on specific scenarios, configure and verify the functionality of voice services.
主題 4	Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.

最新的 Accredited Professional Exams Salesforce-Contact-Center 免費考試真題 (Q114-Q119):

問題 #114
Based on the scenario and considering regulatory limitations, the most suitable messaging channel for Ursa Major Solar (UMS) to proactively initiate conversations with previous contact center customers is Messaging for Web.
An insurance company handles a large volume of cases every year. The companies communicate with the customer and other third parties through related cases und the same customer issue. Currently, they find it confusing to follow the count appears from different people and channels.
What should a consultant utilize to design a solution so the common is easier to follow, but still relatable to the original customer case?

A. Case Comments
B. Chatter
C. Case Hierarchy

答案：C

解題說明：
To manage a large volume of cases and the associated communication threads effectively, the consultant should implement a Case Hierarchy. Case Hierarchy allows the organization to link related cases, making it easier to track all communication concerning a customer issue across different cases and channels. This structure helps in maintaining a clear and organized overview of the case progression, facilitating easier follow-up and resolution. Case Hierarchy is particularly beneficial in environments where cases often involve multiple interactions over a range of related issues.
Reference: Organizing Cases in Salesforce

問題 #115
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.

A. Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools
B. As part of the project governance, Ursa Major Solar has decided to use Agle Development Principles. One of the project stakeholders has come to a consultant to explain to them a more detail the 12 agile principles.
What is one of the agile principles?
C. A consultant is preparing post-implementation training material for the agents and supervisors. Agents will need to use the cell transcript
D. All three options you listed are actually Agile principles! Agile Development emphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here's a breakdown of each option:

答案：A

解題說明：
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

問題 #116
The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?

A. Case Management
B. Einstein Bots
C. Omni-Channel Routing
D. Customer Community

答案：A

解題說明：
Case Management functionality in Salesforce is designed to provide a holistic view of customer interactions across all channels. It allows agents to manage and access all customer case information and interactions in one place, ensuring a seamless customer service experience. Therefore, "B. Case Management" is the most appropriate functionality to achieve a single view of customer interactions across various communication channels.
Reference: Salesforce Case Management

問題 #117
To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter's limitations:
A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.
Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

A. Average Handle Time
B. Average Cases per Agent
C. Average Resolution Time

答案：A

解題說明：
To reduce the cost per case in the contact center, the consultant should focus on improving the Average Handle Time (AHT). AHT measures the average duration of contact with a customer, including talk time, hold time, and the time spent on related tasks after the call. By reducing AHT, an organization can handle more cases without additional resources, effectively decreasing the cost per case. Reducing AHT can be achieved through better training, more efficient tools, and workflow optimization, directly impacting the cost efficiency of the contact center operations.
Reference: https://help.salesforce.com/

問題 #118
Your customer has a small-scale implementation with a tight timeline. Which release strategy best suits this scenario?

A. Phased approach with incremental releases and controlled rollouts.
B. Big bang deployment with all features rolled out simultaneously.
C. Pilot deployment with a limited user group for initial testing and feedback.
D. Continuous integration and continuous delivery (CI/CD) for rapid iterative updates.

答案：C

解題說明：
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

問題 #119
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