最新のAP-226問題集で試験を準備する

Salesforce AP-226 試験概要:

Salesforce AP-226 試験シラバストピック:

Salesforce Contact Center Accredited Professional 認定 AP-226 試験問題：

問題 #1

The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

A. Integrate with a third-party survey platform for customization and detailed analysis.
B. Develop custom case fields and workflows to capture and track customer feedback internally.
C. Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.
D. Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.

問題 #2

To ensure a successful digital transformation with a multi-channel strategy, engaging the right stakeholders during the discovery phase is crucial.
Here's the breakdown of the options and why the most suitable choice is:
Option 3: VP of Customer Experience; VP of Service; IT Leadership.
Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?

A. Average response time, cost per call, deflection rate, and employee training lime
B. Revenue growth number of repeat customers, net promoter source, and employer le
C. Average handling time, number of calls answered, customer satisfaction an training time

問題 #3

Your project requires migrating customer data with multiple language variations. Which data preparation step helps maintain language consistency and accuracy?

A. Configuring the new system to recognize and handle different language formats and encoding standards for accurate import.
B. Manually reviewing and verifying the language and character consistency of customer data before migration.
C. All of the above, contributing to a seamless transition with accurate representation of multilingual customer data.
D. Utilizing data validation rules to flag and correct inconsistencies in customer record language formats and character sets.

問題 #4

The customer wants automated case escalation based on specific criteri
a. Which data model element plays a key role?

A. Entitlements specifying service level agreements and associated escalation rules.
B. Process Builder sequences defining escalation actions and notifications.
C. Custom fields capturing escalation triggers like priority or SLA breaches.
D. Workflow Rules configured with escalation steps and case field conditions.

問題 #5

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

A. Case Resolution Rate
B. Average Contact Handle Time (AHT)
C. Customer Satisfaction (CSAT) Score
D. Net Promoter Score (NPS)

解説：