Salesforce Contact Center Accredited Professional 認定 AP-226 試験問題:
1. Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?
A) All of the above, providing various options for building and integrating chatbots into your self-service experience.
B) Einstein Bots with natural language processing and conversational AI capabilities.
C) Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.
D) Flow Builder with chatbot elements for building conversational interfaces within flows.
2. You need to deploy a new case routing algorithm based on AI. Which deployment process provides the safest and most controlled approach?
A) Full sandbox deployment for comprehensive testing before migrating to production.
B) Pilot deployment involving a small user group for testing and feedback before broader rollout.
C) All of the above, depending on the complexity and potential impact of the new algorithm.
D) Production deployment directly to all users simultaneously, with immediate effect.
3. You have identified two personas for your Contact Center: experienced agents and new hires. How can future functionality cater to both groups?
A) Offer personalized dashboards with relevant metrics and performance insights for each agent.
B) Implement separate knowledge bases with content tailored to each persona's experience level.
C) Design a flexible interface that adapts to different skill levels and learning styles.
D) Develop advanced automation tools for experienced agents and basic training resources for new hires.
4. While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar's goal of connecting customers with subject-matter experts (SMEs) for real-time, detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for Web.
A consultant is preparing post-implementation training material for the agents and supervisors in an environment that uses Service Cloud Voice with Amazon Connect. Supervisors need to track key performance indicators (KPIs), such as calls answered. average handle time, and average speed to answer.
Where should the consultant point supervisors to track these KPIs?
A) Service Cloud Voice Analytics App and Omni Supervisor Console
B) Service Cloud Voice Analytics App and Amazon Supervisor Dashboard
C) Omni Supervisor Console and Amazon Supervisor Dashboard
5. The legal team emphasizes data security and compliance. How can future functionality address this?
A) Encrypt customer data at rest and in transit to protect against unauthorized access.
B) Conduct regular security audits and vulnerability assessments to identify potential risks.
C) Implement field-level security to restrict access to sensitive data based on user roles and permissions.
D) All of the above, combined for a comprehensive approach to data security and compliance.
質問と回答：
| 質問 # 1 正解： A | 質問 # 2 正解： B | 質問 # 3 正解： C | 質問 # 4 正解： A | 質問 # 5 正解： D |
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