Salesforce braindumps2go salesforce-contact-center Leak Questions by Gray q123 vce pdf

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Exam Name:	Contact Center Accredited Professional (AP-226)
Exam Code:	Salesforce-Contact-Center Dumps
Vendor:	Salesforce	Certification:	Accredited Professional
Questions:	205 Q&A's	Shared By:	gray

Question 12

For supervisors within a Service Cloud Voice environment using Amazon Connect, the ideal tools to track key performance indicators (KPIs) like calls answered, average handle time, and average speed to answer are:

Which functionality should a consultant recommend when a client wants to improve their service level quality and automatically push cases to an account's dedicated service agent?

Options:

Case Assignment Rule

Skill-Based Routing Rules

Omni Channel Flows

Discussion

Question 13

The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?

Options:

Develop custom Apex code for automated email triggers and attachments.

Utilize Process Builder with predefined rules for email notifications based on case updates.

Configure outbound email integrations with pre-built templates for invoices and case summaries.

Implement Einstein Bots to handle email communication and automate basic customer interactions.

Discussion

Question 14

To comply with the "Eliminate duplicate email attachments" setting while processing PDFs in a high-volume email environment, the consultant should consider this approach:

Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation.

How should a consultant recommend UC configure this solution?

Options:

Set up the organization's default business hours and create an escalation

rule where the case matches the criteria associated with different business

hours.

Create an Apex trigger that checks the default business hours and the

business hours on an escalation.

Set up the organization's default business hours and set up another set of

business ho the second option

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Question 15

The desired process of reassigning cases to a higher support tier when SLA

timelines are breached.

Ursa Major Solar needs to protect customers' private information, such as

social sty numbers, during phone interactions.

Which Service Cloud Voice feature should a consultant recommend to

accomplish this?

Options:

Hierarchical Sharing Settings on Calls

Collaboration on Call Recordings

Pause/Resume Call Recording