試験の準備方法-権威のあるSalesforce-Contact-Center資格問題集試験-ハイパスレートのSalesforce-Contact-Center勉強ガイド

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Salesforce Salesforce-Contact-Center Exam Overview:

Certification Vendor:	Salesforce
Exam Name:	Salesforce Contact Center Accredited Professional
Exam Number:	AP-226
Exam Duration:	90 minutes
Available Languages:	English
Related Certifications:	Salesforce Service Cloud
Exam Format:	Multiple Choice, Multiple Select
Certificate Validity Period:	N/A
Passing Score:	65%
Exam Price:	$200 USD
Real Exam Qty:	60
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資格問題集 <<

Salesforce-Contact-Center勉強ガイド & Salesforce-Contact-Center問題と解答

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Salesforce Salesforce-Contact-Center 認定試験の出題範囲：

トピック	出題範囲
トピック 1	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
トピック 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.
トピック 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.
トピック 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.

Salesforce Contact Center Accredited Professional 認定 Salesforce-Contact-Center 試験問題 (Q75-Q80):

質問 # 75
The company prioritizes identifying trends and patterns in customer behavior. Which KPI is most valuable for this analysis?

A. Contact Reason Categorization
B. Customer Journey Mapping
C. Peak Volume Hours
D. Case Resolution Trends

正解：B

解説：
Customer Journey Mapping is the most valuable KPI for identifying trends and patterns in customer behavior. This approach involves tracking the different stages a customer goes through in interacting with the organization, from initial contact through various touchpoints to resolution or purchase. Mapping the customer journey provides comprehensive insights into customer preferences, behaviors, and pain points, which helps in understanding how to enhance the customer experience effectively.

質問 # 76
Your project requires migrating customer data with multiple language variations. Which data preparation step helps maintain language consistency and accuracy?

A. All of the above, contributing to a seamless transition with accurate representation of multilingual customer data.
B. Manually reviewing and verifying the language and character consistency of customer data before migration.
C. Utilizing data validation rules to flag and correct inconsistencies in customer record language formats and character sets.
D. Configuring the new system to recognize and handle different language formats and encoding standards for accurate import.

正解：A

解説：
Maintaining language consistency and accuracy during customer data migration involves various steps: A. Data validation rules ensure that inconsistencies in language formats and character sets are flagged and corrected.
B: Configuring the system to handle different language formats and encoding standards is crucial for accurate data import.
C: Manual review of language and character consistency helps verify the accuracy before migration.
Employing these measures ensures that multilingual customer data is accurately represented in the new system, enhancing data integrity and usability.

質問 # 77
Your KPIs include measuring agent utilization rates. Which metric best reflects this?

A. Agent login duration divided by the total active work time on cases or chats.
B. All of the above, depending on the desired scope and granularity of agent utilization measurement.
C. Time spent by an agent on various activities throughout the workday.
D. Number of cases handled by an agent during a specific period.

正解：B

解説：
Reference: Salesforce Performance Management

質問 # 78
Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?

A. All of the above, contributing to a compliant and responsible outbound calling operation.
B. Implementing recording and call monitoring functionalities for compliance audits and quality control.
C. Verifying agent training on call scripts and adherence to regulatory requirements.
D. Ensuring proper opt-in mechanisms and customer consent management for outbound calls.

正解：A

解説：
Mitigating compliance risks in outbound calling involves multiple considerations:A. Verifying agent training on call scripts ensures adherence to regulatory requirements.B. Ensuring proper opt-in mechanisms and management of customer consent guards against violations.C. Implementing recording and monitoring functionalities aids in compliance audits and quality control.Collectively, these measures foster a compliant approach to managing outbound calls, reducing risk and enhancing accountability.
References: https://help.salesforce.com/articleView?id=sf.voice_overview.htm

質問 # 79
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?

A. Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each
B. A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword
C. Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.

正解：B

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 # 80
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Salesforce-Contact-Center勉強ガイド: https://www.it-passports.com/Salesforce-Contact-Center.html

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