Salesforce passleader pdf Salesforce-contact-center Study Guide by Frazer q144 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:	frazer

Question 24

The customer wants to personalize customer interactions based on past interactions and preferences. Which data model element facilitates this?

Options:

Custom fields capturing customer preferences and purchase history.

Case history tracking with details of previous interactions and resolutions.

Segmentation rules defining customer groups based on specific criteria and behavior.

All of the above, used in combination for comprehensive customer context and personalized experiences.

Discussion

Question 25

You need to validate bot security and data privacy compliance. Which tool helps with this?

Options:

Salesforce Security Review tool providing insights into potential security vulnerabilities within your bot configuration.

Data Loss Prevention (DLP) policies defining rules for sensitive data handling and preventing unauthorized access.

User Role Hierarchy and Field Level Security ensuring appropriate access restrictions based on user profiles.

All of the above, working together to secure bot interactions and ensure data privacy compliance.

Discussion

Question 26

The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?

Options:

Number of Escalated Cases

Agent Average AHT

First Contact Resolution (FCR) Rate

Customer Effort Score (CES)

Discussion

Question 27

Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?

Options:

Einstein Bots with natural language processing and conversational AI capabilities.

Flow Builder with chatbot elements for building conversational interfaces within flows.

Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.

All of the above, providing various options for building and integrating chatbots into your self-service experience.

Discussion

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