Salesforce certkiller salesforce-contact-center Exam Questions Tutorials by Fred q205 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:	fred

Question 28

Your customer expects high call volume during peak hours. Which solution best ensures contact center scalability?

Options:

Implement custom Apex code for routing and case management.

Configure multiple queues and leverage Omni-Channel Routing for dynamic agent availability.

Utilize a third-party call center solution integrated with Salesforce.

Increase agent resources without considering automation or process optimization.

Discussion

Question 29

To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter's limitations:

A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.

Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

Options:

Average Cases per Agent

Average Resolution Time

Average Handle Time

Discussion

Question 30

Which standard field options should a consultant recommended form for In-App Messaging?

Options:

First Name, Last Name, Email Order Number

First Name Last Name Email Account Number

First Name, Last Name, Emil Subject

Discussion

Question 31

The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?

Options:

Case Volume Deflection Rate

Customer Effort Score (CES)

Number of Knowledge Base Articles Viewed

Web Chat Engagement Rate

Discussion

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