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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Discovery | 20% | - Success Metrics
|
| Topic 2: Design | 29% | - Solution Mapping
|
| Topic 3: Implement | - Contact Center Configuration
|
IT국제공인자격증Salesforce AP-226시험대비덤프를 제공하는 전문적인 사이트로서 회원님의 개인정보를 철저하게 보호해드리고 페이팔을 통한 결제라 안전한 결제를 진행할수 있습니다. Salesforce AP-226 덤프외에 다른 인증시험덤프에 관심이 있으신 분은 온라인 서비스를 클릭하여 문의해주세요.
질문 # 71
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?
정답：A
설명：
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
질문 # 72
You need to configure dashboards and reports for KPI visualization. Which platform offers the most flexibility?
정답：A
설명：
Promoting awareness and utilization of a new knowledge base for self-service customer support involves several strategies: A. Integrating knowledge base articles within chat conversations and case workflows enhances relevance and timely assistance. B. Providing prominent access points across customer-facing channels ensures that customers can easily find and use the knowledge base. C. Conducting user training and awareness campaigns increases familiarity with the knowledge base's features and benefits. Implementing all these approaches simultaneously offers a comprehensive strategy to maximize adoption and effectiveness of the new resource.
질문 # 73
The customer wants to prioritize cases based on customer loyalty and contract value. Which functionality enables this?
정답：C
설명：
Custom Apex Code is the most flexible option for implementing sophisticated case prioritization logic that can consider multiple variables such as customer loyalty and contract value. Apex allows developers to write complex algorithms that assess various aspects of a customer profile and case details to assign priority levels.
Case Classification and Case Escalation Rules provide some level of prioritization but typically in a more limited scope.
Entitlements manage customer rights and service levels but do not inherently prioritize cases based on loyalty or value.
Custom Apex Code provides the necessary customization to tailor case prioritization according to specific business rules and criteria.
Developers can refer to Salesforce Apex Developer Guide for guidance on how to implement custom logic with Apex.
질문 # 74
The customer wants to offer self-service options for simple issues. Which functionality empowers this?
정답：D
설명：
Salesforce Einstein Bots are designed to provide automated, AI-driven responses to common customer inquiries, which is a core capability for enabling self-service in Salesforce Contact Center. These bots can handle routine requests, provide answers from the Knowledge Base, and even execute simple tasks, reducing the need for direct human intervention and speeding up response times for customers.
Other options like Knowledge Base, Web Service API, and Process Builder also support self-service in various ways:
Knowledge Base allows customers to find answers themselves but lacks interactive engagement.
Web Service API could technically be used to integrate external self-service solutions but isn't a direct self-service tool.
Process Builder automates processes but does not directly interact with customers.
Einstein Bots are specifically designed for interactive, automated customer engagement, making them the best fit for empowering self-service in a Salesforce Contact Center. Detailed information on implementing and optimizing Einstein Bots can be accessed at Salesforce Einstein Bots.
질문 # 75
Your design includes email auto-replies for initial case acknowledgements. Which tool facilitates automated responses?
정답：C
설명：
For setting up automated responses such as email auto-replies for initial case acknowledgments, Workflow Rules with email action steps triggered by case creation events are highly effective. This tool allows you to configure specific conditions under which auto-replies are sent, ensuring that every new case receives an immediate acknowledgment. This functionality is essential for maintaining timely communication with customers and enhancing their service experience. Therefore, "A. Workflow Rules with email action steps triggered by case creation events" is the most suitable tool for automating email responses in this context.
Reference: Salesforce Workflow and Approvals
질문 # 76
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