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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Contact Center Accredited Professional |
| Exam Number: | AP-226 |
| Passing Score: | 65% |
| Certificate Validity Period: | N/A |
| Real Exam Qty: | 60 |
| Exam Price: | $200 USD |
| Related Certifications: | Salesforce Service Cloud |
| Exam Format: | Multiple Choice, Multiple Select |
| Available Languages: | English |
| 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 |
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NEW QUESTION # 60
The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?
Answer: C
Explanation:
The SLA Adherence Rate is crucial for monitoring adherence to service level agreements (SLAs). This KPI measures the percentage of cases or inquiries resolved within the timeframes stipulated in the SLAs, providing a direct indicator of the contact center's compliance with agreed service standards. High SLA adherence rates indicate effective management and operational efficiency, essential for maintaining customer satisfaction and trust.
NEW QUESTION # 61
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?
Answer: C
Explanation:
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
NEW QUESTION # 62
You need to validate automated case escalation. Which tool helps monitor and assess this process?
Answer: C
Explanation:
Monitoring and validating automated case escalation effectively involves using multiple tools that offer various insights into the process:
A: Monitoring Escalation History related list within case records helps track escalation triggers and actions, providing a direct audit trail for each case.
B: Utilizing reporting tools to analyze trends in case escalation provides insights into frequency, reasons, and potential areas for process improvement.
C: Supervisor Console offers real-time insights into case statuses, including escalations, enabling supervisors to oversee and adjust processes as needed.
Combining these tools provides a holistic view of case escalation effectiveness and helps in identifying and implementing necessary adjustments.
NEW QUESTION # 63
The customer needs advanced customization for specific workflows. Which option provides flexibility?
Answer: D
Explanation:
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.
References: https://help.salesforce.com/articleView?id=sf.flow.htm
NEW QUESTION # 64
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?
Answer: C
Explanation:
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/
NEW QUESTION # 65
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