Salesforce pass4future accredited Professional Certification Salesforce-contact-center New Questions by Helena q164 vce pdf

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

Question 8

You‘re validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

Options:

Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates.

Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.

Manually comparing case details and identifying duplicates for removal or merging before data migration.

All of the above, depending on the complexity and desired level of automation for duplicate case handling.

Discussion

Question 9

The most suitable functionality to automatically assign cases to an account's dedicated service agent, thereby improving service level quality, is Case Assignment Rules. Here's why:

Ursa Major Solar (UMS) wants to implement Service Cloud Voice. UMS is satisfied with it current telephony provider, which can be used with Voice.

Which Service Cloud Voice telephony model should a consultant recommend?

Options:

Service Cloud Voice with partner telephony Service Cloud Voice with

Amazon Connect

Service Cloud Voice with partner telephony from Amazon Connect

Given that Ursa Major Solar (UMS) is already satisfied with their current

telephony provider and it can be used with Service Cloud Voice, the most suitable telephony model is Service Cloud Voice with partner telephony.

Discussion

Question 10

The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

Options:

Track average call handle time and first-contact resolution rate.

Implement customer satisfaction surveys after interactions and analyze sentiment analysis.

Monitor agent performance against resolution time and escalation benchmarks.

All of the above, combined for a comprehensive view of customer satisfaction.

Discussion

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Question 11

The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?