Salesforce AP-226 試験概要:
| 認定ベンダー: | Salesforce |
| 試験名: | Contact Center Accredited Professional |
| 試験番号: | AP-226 |
| 関連資格: | Salesforce Accredited Professional Exams Certification |
| 受験料: | $150 USD |
| 合格点: | 66% |
| 試験形式: | 選択式, シナリオベース |
| 対応言語: | 英語 |
| 出題数: | 60 |
| 認定の有効期間: | 公式な有効期限は発表されていません |
| 試験時間: | 75 minutes |
| サンプル問題: | Salesforce AP-226 サンプル問題 |
| 受験方法: | Kryterion Webassessor / Pearson VUE を通じたオンライン監督試験または試験会場での受験。 |
| 前提条件: | Salesforce Service Cloud、Contact Center ソリューション、Digital Engagement、Omni-Channel、および関連する Salesforce テクノロジーに関する実務経験が推奨されます。 |
| 公式シラバスのURL: | https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226 |
Salesforce AP-226 試験シラバストピック:
| セクション | 比重 | 目標 |
|---|---|---|
| トピック 1: 発見 | 20% | - KPI と成功指標
|
| トピック 2: 実装 | 41% | - コア Contact Center 設定
|
| トピック 3: 設計 | 29% | - 実装計画
|
| トピック 4: 展開 | 10% | - 検証と移行
|
Salesforce Contact Center Accredited Professional 認定 AP-226 試験問題：
1. The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system to Salesforce.
A consultant has noticed that agents always open the contact record first when they are routed a new Email-to-Case before they do anything else What should the consultant set up to make this more efficient for agents?
A) Edit the Case page layout to embed the Contact Details component on the Case page Pop action
B) Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen
C) Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact
2. 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?
A) Set up the organization's default business hours and set up another set of business ho the second option
B) Set up the organization's default business hours and create an escalation rule where the case matches the criteria associated with different business hours.
C) Create an Apex trigger that checks the default business hours and the business hours on an escalation.
3. The customer values user adoption and training. Which element should be prioritized in the implementation plan?
A) Comprehensive change management and communication strategy.
B) Development and testing of core functionalities before focusing on user experience.
C) Extensive technical documentation and configuration guides.
D) End-to-end user training programs and support resources.
4. You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?
A) Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
B) Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.
C) All of the above, providing options for diverse bot functionalities and integration flexibility.
D) Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
5. The legal team emphasizes data security and compliance. How can future functionality address this?
A) Encrypt customer data at rest and in transit to protect against unauthorized access.
B) Conduct regular security audits and vulnerability assessments to identify potential risks.
C) Implement field-level security to restrict access to sensitive data based on user roles and permissions.
D) All of the above, combined for a comprehensive approach to data security and compliance.
質問と回答：
| 質問 # 1 正解： C | 質問 # 2 正解： B | 質問 # 3 正解： D | 質問 # 4 正解： C | 質問 # 5 正解： D |
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