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| Section | Weight | Objectives |
|---|---|---|
| Deploy & Optimize | 10% | - Perform testing and validation - Monitor performance and optimize operations - Plan deployment and change management |
| Design | 35% | - Plan voice and digital engagement implementation - Design self-service and knowledge base integration - Plan agent workspace and user experience - Design omni-channel routing and assignment logic |
| Discovery | 20% | - Understand contact center business requirements and goals - Identify success metrics and KPIs - Map customer journeys and interaction channels |
| Build & Configure | 35% | - Configure reporting, dashboards, and analytics - Implement Service Cloud Voice and telephony integration - Configure Service Cloud and Contact Center features - Set up Omni-Channel and routing rules |
Work hard and practice with our Salesforce AP-226 dumps till you are confident to pass the Salesforce AP-226 exam. And that too with flying colors and achieving the Contact Center Accredited Professional certification on the first attempt. You will identify both your strengths and shortcomings when you utilize Salesforce AP-226 Practice Exam software.
NEW QUESTION # 185
Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?
Answer: D
Explanation:
Measuring Average Handle Time (AHT) for chat interactions can include several metrics depending on the specific aspects of AHT you wish to analyze. The number of chat sessions gives a baseline of agent activity, total session duration divided by the number of sessions directly reflects AHT, and the time spent by agents actively engaged provides insight into agent efficiency. Thus, "D. All of the above, depending on the desired AHT calculation scope and inclusivity" covers all aspects that can be used to calculate and reflect AHT comprehensively.
Reference: Salesforce Metrics and Performance Measurement
NEW QUESTION # 186
To validate email deliverability, you need to test spam filters and blacklists. Which tool helps with this process?
Answer: C
Explanation:
To validate email deliverability, especially in terms of avoiding spam filters and blacklists, using email testing services is highly effective: A. Email testing services like Mail Tester and GlockApps analyze email content, simulate sending to major email providers, and report on elements that could trigger spam filters. These services provide actionable insights that can help in adjusting email content and settings to improve deliverability.
While B and C are valuable for overall email deliverability management, they do not specifically provide testing or simulation of spam filter activation, which is crucial for proactive deliverability testing.
For more on improving email deliverability with Salesforce, including the use of testing tools, you can visit:
https://developer.salesforce.com/
NEW QUESTION # 187
The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?
Answer: B
Explanation:
The Case Volume Deflection Rate is the key performance indicator that would effectively measure the success of increasing online self-service adoption. This KPI calculates the percentage of potential cases that are deflected through self-service channels such as FAQs, knowledge base articles, and automated chatbots, indicating how well these tools are serving customers' needs without requiring direct agent involvement. It is an effective measure of self-service adoption and efficiency.
NEW QUESTION # 188
Your case management design includes knowledge base article recommendations within cases. Which Salesforce feature facilitates this?
Answer: C
Explanation:
Salesforce Knowledge can be integrated directly into the case management process, enabling automated article recommendations based on the details of the case. Both options listed in the choices support this capability: A. Web-to-Case forms can be enhanced by embedding within Knowledge Base articles, helping users to create cases directly if articles do not resolve their issues, thus enhancing the self-service aspect and linking case creation with relevant knowledge directly. B. Case Escalation Rules can be configured to automatically trigger knowledge base article recommendations when specific criteria within a case are met. This ensures that users and support agents have the most relevant information at hand, potentially reducing resolution times and increasing customer satisfaction.
For more details, you can review the Salesforce documentation on integrating Knowledge with case management here:
https://help.salesforce.com/
NEW QUESTION # 189
The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?
Answer: C
Explanation:
Einstein Bots, available on the Salesforce AppExchange, are an excellent solution for organizations lacking advanced AI capabilities for case deflection. These bots use artificial intelligence to automate responses to common customer inquiries and can be integrated seamlessly into Salesforce systems. They help deflect routine cases by providing immediate answers to customers, reducing the load on human agents and improving overall efficiency.
NEW QUESTION # 190
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