AP-226テストサンプル問題、AP-226テスト資料

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Salesforce AP-226 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Discovery	20%	- KPIs and Success Metrics 1. Identify key performance indicators 2. Prioritize business success measurements - Customer Use Cases and Stakeholders 1. Define personas and stakeholders 2. Conduct customer discovery interviews - Business Requirements 1. Analyze business processes and channels 2. Determine routing logic requirements 3. Identify required features and capabilities
Topic 2: Deploy	10%	- Validation and Migration 1. Prepare systems for data migration 2. Validate deployment requirements - Deployment Planning 1. Document cut-over requirements 2. Identify deployment processes
Topic 3: Implement	41%	- Self-Service and Automation 1. Configure case management functionality 2. Configure self-service functionality 3. Configure bots functionality - Communication Channels 1. Configure Omni-Channel functionality 2. Configure email functionality 3. Configure voice functionality 4. Configure messaging channels - Core Contact Center Configuration 1. Configure basic Contact Center functionality 2. Validate Contact Center metrics 3. Configure business processes - Data and Migration 1. Validate integrations and configurations 2. Determine data migration strategies
Topic 4: Design	29%	- Implementation Planning 1. Define KPI measurement methods 2. Create release management strategies 3. Design implementation plans - Solution Design 1. Apply standard data models and best practices 2. Map Contact Center functionalities to requirements 3. Design scalable and maintainable solutions - Contact Center Capabilities 1. Define persona-based user experiences 2. Evaluate standard Contact Center functionality 3. Determine future functionality usage

>> AP-226テストサンプル問題 <<

Salesforce AP-226テスト資料 & AP-226模擬問題集

誰もが知っているように、最も重要な問題は学習者向けのAP-226学習問題の質です。私たちは長年にわたってこの専門的なことを行ってきました。専門家に専門的な問題を処理させます。私たちに関しては、試験に合格するための最高のAP-226試験問題を提供する自信があります。そして、最新のAP-226テストガイドがあります。厳格な学習のみで、最新の専門的な学習資料を作成します。 AP-226試験問題は受験者が試験に合格するのに最も適していると言えます。

Salesforce Contact Center Accredited Professional 認定 AP-226 試験問題 (Q112-Q117):

質問 # 112
The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?

A. Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object
B. The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the
C. Create a flow that references the custom object.

正解：B

解説：
custom object.
Explanation:
For linking voice calls to customer orders in Ursa Major Solar's Salesforce environment, creating a custom lookup field on the Voice Call object to the custom object that tracks customer orders is the best approach. This setup allows each voice call record to be directly associated with a specific customer order, enabling easy tracking and reference during customer interactions. This method provides a streamlined and systematic way to link and access relevant order details directly from the call interface.
Reference: Salesforce Custom Objects and Fields

質問 # 113
Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot.
How should a consultant suggest UMS configure its Experience Cloud site to support this?

A. Use conditional visibility on the Embedded Messaging component to show one for the users and one for guest users to alter the routing destination
B. Pass in the User ID field as a hidden pre-chat field and check the vice of that le Channel flow to determine the routing destination
C. Create a Page Variation for each page where the chat is offerest one for authenticated one for guest users to alter the routing destination

正解：B

解説：
To differentiate the chat routing for authenticated and guest users on an Experience Cloud site, using the Embedded Messaging component with conditional visibility settings based on user status is effective. However, passing the User ID as a hidden pre-chat field and using that value in an Omni-Channel flow to determine the routing destination offers a more seamless and automated approach. This setup ensures that authenticated users can bypass initial bot interactions and directly connect with an agent, while guest users start their interaction with an Einstein Bot.
Reference: Salesforce Omni-Channel Routing

質問 # 114
The customer needs advanced customization for specific workflows. Which option provides flexibility?

A. Salesforce Flow
B. Third-party development
C. Custom Apex coding
D. Out-of-the-box configuration

正解：A

解説：
Salesforce Flow provides the flexibility needed for advanced customization of specific workflows within the Salesforce environment. It allows admins and developers to automate complex business processes and create rich, guided user experiences. The tool offers a drag-and-drop interface to design customized workflows, which can handle various actions like data collection, records updates, and complex logic without the need for custom code.

質問 # 115
You need to validate case closure accuracy and completeness. Which tool helps with this?

A. Case History review for completeness and verification of resolution details before final closure.
B. Data Validation Rules on case fields requiring specific formats or preventing invalid entries before closure.
C. All of the above, contributing to ensuring accurate and complete case closure for efficient data management.
D. Case Closure Rules automatically closing cases based on predefined criteria and ensuring required fields are filled.

正解：C

解説：
For configuring chatbots within a Contact Center, multiple platforms offer flexibility and diverse functionalities:
A: Einstein Bots provide AI-powered conversation capabilities with templates tailored for various customer service scenarios.
B: Flow Builder offers a visual interface for designing bot conversations, making it easy to customize logic and user interactions.
C: Dialogflow and other third-party platforms can be integrated with Salesforce, offering advanced AI and NLP capabilities for complex interactions.
Leveraging these platforms provides comprehensive options for creating and managing chatbots tailored to different needs and use cases within a Contact Center.

質問 # 116
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?

A. Create and assign a new Presence Status
B. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.
C. The correct answer is Create and assign a new Presence Configuration.

正解：B

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 # 117
......

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