Salesforce Salesforce-Contact-Center Prüfungsplan:
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Referenz: https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226
Salesforce Contact Center Accredited Professional Salesforce-Contact-Center Prüfungsfragen mit Lösungen
The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?
- A. Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.
- B. Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.
- C. Configure case fields to capture customer tier and contract details for manual prioritization.
- D. Develop custom formulas to calculate customer loyalty and contract value score.
Antwort: B 🗳️
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Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
How should an administrator provision the phone number to support this
functionality?
- A. Provision a short code phone number at least 8 weeks before golive
- B. Provision a long code phone number on least 2 weeks before golive
- C. Provision a toll free phone number at least 8 weeks before golive
Antwort: B 🗳️
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The best practice that the consultant should observe when configuring case escalation rules is:
Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated.
Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?
- A. Omni-Channel Flow
- B. Dialog
- C. Queue
Antwort: A 🗳️
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The customer requires advanced customization for specific workflows. What is the best approach?
- A. Third-party development
- B. Salesforce Flow
- C. Out-of-the-box configuration
- D. Custom Apex coding
Antwort: D 🗳️
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The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?
- A. Establishing a support channel for reporting issues and troubleshooting technical problems.
- B. Providing regular system updates and patches to address bugs and improve performance.
- C. Conducting periodic user training sessions to familiarize users with new features and updates.
Antwort: C 🗳️
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