최신 Accredited Professional Certification AP-226 무료샘플문제:
1. Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?
A) Making the dashboard easily accessible and readily available within the agent interface.
B) All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.
C) Customizing the dashboard layout and visualizations to align with agent preferences and needs.
D) Providing comprehensive training on the dashboard features and metrics for agents.
2. The best practice that the consultant should observe when configuring case escalation rules is:
Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated.
Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?
A) Omni-Channel Flow
B) Queue
C) Dialog
3. The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?
A) Configure a Knowledge Base with searchable articles andFAQs for self-service options.
B) Utilize Omni-Channel Routing to unify case routing and agent availability across channels.
C) Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.
D) Implement the Customer Community for forum discussions and support ticket submission.
4. Your KPIs include measuring agent utilization rates. Which metric best reflects this?
A) Time spent by an agent on various activities throughout the workday.
B) Agent login duration divided by the total active work time on cases or chats.
C) Number of cases handled by an agent during a specific period.
D) All of the above, depending on the desired scope and granularity of agent utilization measurement.
5. The company's primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?
A) Net Promoter Score (NPS)
B) First Contact Resolution (FCR) Rate
C) Customer Satisfaction (CSAT) Score
D) Average Contact Handle Time (AHT)
질문과 대답:
| 질문 # 1 정답: B | 질문 # 2 정답: A | 질문 # 3 정답: B | 질문 # 4 정답: D | 질문 # 5 정답: C |
1227 개 고객 리뷰
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