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Salesforce AP-226 Exam Syllabus Topics:

Section	Weight	Objectives
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
Design	35%	- Design self-service and knowledge base integration - Plan agent workspace and user experience - Plan voice and digital engagement implementation - Design omni-channel routing and assignment logic
Deploy & Optimize	10%	- Perform testing and validation - Monitor performance and optimize operations - Plan deployment and change management

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Salesforce Contact Center Accredited Professional AP-226 Prüfungsfragen mit Lösungen (Q95-Q100):

95. Frage
I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.
Ursa Major Solar has implemented Service Cloud Voice. After using it for several months, the customer service manager notices that agents rarely create a note that summarizes what was discussed during a phone call.
This has made it difficult to get an overview of what happened on a case.
What should a consultant suggest to help resolve this challenge?

A. A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time
B. Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.
C. Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up

Antwort: B

Begründung:
To address the issue of agents not having enough time to create summaries after phone calls in Service Cloud Voice, the After Conversation Work (ACW) component should be implemented. ACW provides a designated period after each call where agents are not assigned new calls, allowing them to complete necessary follow-up tasks such as summarizing the call. This helps in ensuring that comprehensive notes are taken, which are crucial for maintaining a detailed history of customer interactions and for providing context in future engagements. By using ACW, agents can focus on quality documentation without the pressure of immediate new call assignments.
Reference: https://help.salesforce.com/s/articleView?id=sf.voice_work.htm

96. Frage
Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

A. Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.
B. Presence-based routing automatically assigning tasks based on agent availability.
C. All of the above, working together for optimal multi-channel task assignment and routing.
D. Omni-Channel Presence States indicating online and offline agent status for different channels.

Antwort: C

Begründung:
Assigning chats and emails based on agent skills involves multiple features:
A: Presence-based routing ensures tasks are assigned only when agents are available.
B: Omni-Channel Presence States help manage which agents are online and ready to take on tasks across different channels.
C: Skill-based routing leverages agent skill profiles to match them with tasks they are qualified to handle.
Integrating these features provides a robust system that ensures tasks are assigned efficiently and effectively to the right agents at the right time.

97. Frage
Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?

A. Customer Community
B. Service Cloud Einstein
C. Omni-Channel Routing
D. Case Management

Antwort: B

Begründung:
Service Cloud Einstein is designed to enhance customer service operations with AI capabilities, providing personalized, predictive, and automated interactions across all channels. This tool allows for 24/7 omnichannel support with features like AI-driven recommendations, chatbots, and automated case routing, which significantly improve the personalization and efficiency of customer interactions. Thus, "C. Service Cloud Einstein" best addresses the need for personalized 24/7 omnichannel support.
Reference: Salesforce Service Cloud Einstein

98. Frage
The best set of functionalities for the client's needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specific requirements.

A. A consultant is preparing post-implementation training material for the agents and supervisors. Agents will need to use the cell transcript
B. All three options you listed are actually Agile principles! Agile Development emphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here's a breakdown of each option:
C. Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools
D. As part of the project governance, Ursa Major Solar has decided to use Agle Development Principles. One of the project stakeholders has come to a consultant to explain to them a more detail the 12 agile principles.
What is one of the agile principles?

Antwort: C

Begründung:
configured in Amazon Connect a part of the implementation
Explanation:
One of the Agile principles relevant to the query is "Customer collaboration over processes and tools." This principle emphasizes the importance of working with customers throughout the development process, valuing their input more than sticking rigidly to tools or predefined processes. This collaborative approach ensures that the product evolves as per the customer's needs and feedback, leading to more successful and relevant outcomes. It supports Agile's overarching goal of adaptive planning, evolutionary development, and continual improvement, which aligns perfectly with the dynamic needs of project development.
Reference: https://agilemanifesto.org/principles.html

99. Frage
Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?

A. Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.
B. All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.
C. Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.
D. Manually reviewing and adjusting internal links and formatting within each article before migration.

Antwort: B

Begründung:
Maintaining internal links and formatting when migrating knowledge base articles requires careful preparation. Exporting articles in formats that preserve these elements ensures they are retained during the migration. Manually reviewing articles allows for adjustments to links and formatting that may not automatically transfer correctly. Data transformation tools can automate some adjustments, adapting articles to the new system's requirements. Thus, "D. All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links" provides a comprehensive strategy for effectively maintaining article integrity during migration.
Reference: Salesforce Knowledge Base Migration

100. Frage
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