AP-226최신인증시험덤프데모100%합격보장가능한인증시험자료

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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Discovery20%- Success Metrics
  • 1. Identify KPIs aligned to business goals
    - Customer Use Case Analysis
    • 1. Conduct requirement interviews
      • 2. Identify personas and stakeholders
        - Requirements Definition
        • 1. Define channel and routing requirements
          • 2. Map use cases to features and systems
            Topic 2: Design29%- Scalable Architecture Design
            • 1. Apply standard data models
              • 2. Design maintainable Contact Center solutions
                - Solution Mapping
                • 1. Map Contact Center features to requirements
                  Topic 3: Implement- Contact Center Configuration
                  • 1. Set up core Contact Center features
                    • 2. Configure operational components

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                      최신 Accredited Professional Certification AP-226 무료샘플문제 (Q149-Q154):

                      질문 # 149
                      The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?

                      정답：C

                      설명：
                      The Net Promoter Score (NPS) is a critical KPI for assessing brand loyalty and the likelihood of customers to refer others to a business. NPS measures how likely customers are to recommend a company's product or service to others, serving as a strong indicator of customer loyalty and overall satisfaction with the company. Thus, "B. Net Promoter Score (NPS)" is the most relevant KPI for assessing brand loyalty and potential for referrals.
                      Reference: Salesforce Blog on Net Promoter Score


                      질문 # 150
                      The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

                      정답：D

                      설명：
                      Measuring customer satisfaction as a key performance indicator effectively requires a combination of metrics. Tracking average call handle time and first-contact resolution rate, implementing customer satisfaction surveys, and monitoring agent performance against resolution time and escalation benchmarks together provide a comprehensive view of customer satisfaction. Each of these metrics contributes to understanding different aspects of service quality and customer experience, thereby helping the CEO to gauge overall performance accurately and make informed decisions to improve service levels.


                      질문 # 151
                      The customer wants to seamlessly integrate their existing CRM system. Which Salesforce feature facilitates this?

                      정답：B

                      설명：
                      Seamless integration of an existing CRM system with Salesforce can be best facilitated through Partner Integrations. Salesforce offers a variety of pre-built integrations through its AppExchange, which includes many solutions developed by partners specifically for integrating various CRM systems. This approach provides standardized, supported, and scalable integration options, making "D. Partner Integrations" the optimal choice for such requirements.
                      Reference: Salesforce AppExchange


                      질문 # 152
                      Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data What does a consultant need to keep in mind while using data loader?

                      정답：A

                      설명：
                      When using Data Loader for data migration, it's important to note that automated processes such as workflow rules, processes from Process Builder, and some validation rules are not executed by default unless specified in the settings. This can be crucial for ensuring the integrity of the data migration process, particularly when dealing with large volumes of data like closed cases. Thus, "B. Automated processes are not executed" is the key consideration to keep in mind, as it affects how the data is handled during the migration process.
                      Reference: Salesforce Data Loader Guide


                      질문 # 153
                      Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?

                      정답：D

                      설명：
                      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.


                      질문 # 154
                      ......

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