Salesforce AP-226 試験概要:
| 認定ベンダー: | Salesforce |
|---|---|
| 試験名: | Contact Center Accredited Professional |
| 試験番号: | AP-226 |
| 受験料: | $150 USD |
| 出題数: | 60 |
| 認定の有効期間: | 公式な有効期限は発表されていません |
| 試験形式: | シナリオベース, 選択式 |
| 対応言語: | 英語 |
| 合格点: | 66% |
| 試験時間: | 75 分 |
| 関連資格: | Salesforce Accredited Professional Exams Certification |
| サンプル問題: | Salesforce AP-226 サンプル問題 |
| 受験方法: | Kryterion Webassessor / Pearson VUE を通じたオンライン監督試験または試験会場での受験。 |
| 前提条件: | Salesforce Service Cloud、Contact Center ソリューション、Digital Engagement、Omni-Channel、および関連する Salesforce テクノロジーに関する実務経験が推奨されます。 |
| 公式シラバスのURL: | https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226 |
Salesforce AP-226 試験シラバストピック:
| セクション | 比重 | 目標 |
|---|---|---|
| トピック 1: 展開 | 10% | - 検証と移行
|
| トピック 2: 実装 | 41% | - コア Contact Center 設定
|
| トピック 3: 発見 | 20% | - 顧客のユースケースとステークホルダー
|
| トピック 4: 設計 | 29% | - 実装計画
|
Salesforce Contact Center Accredited Professional 認定 AP-226 試験問題：
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.
問題 #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.
問題 #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.
問題 #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
問題 #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.
解説：
| 問題 #1 正解： A | 問題 #2 正解： B | 問題 #3 正解： C | 問題 #4 正解： A | 問題 #5 正解： D |
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