AP-226 試験問題を無料オンラインアクセス

The company's primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?

• A.First Contact Resolution (FCR) Rate
• B.Net Promoter Score (NPS)
• C.Customer Satisfaction (CSAT) Score
• D.Average Contact Handle Time (AHT)

Your design outlines automated case escalation based on criteri
a. Which tool facilitates rule-based escalation?

• A.Custom Apex code defining escalation logic and actions.
• B.Escalation Rules with conditions based on case priority, time to resolution, and other metrics.
• C.Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria.
• D.Both (b) and (c), offering flexible options for automated case escalation based on rules.

The customer aims to automate repetitive case escalation processes. Which feature can streamline this?

• A.Workflow Rules
• B.Entitlements
• C.Queues
• D.Field History Tracking

I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.
Ursa Major Solar has implemented Service Cloud Voice. After using it for several months, the customer service manager notices that agents rarely create a note that summarizes what was discussed during a phone call.
This has made it difficult to get an overview of what happened on a case.
What should a consultant suggest to help resolve this challenge?

• A.A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time
• B.Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up
• C.Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.

You're deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?

• A.Testing the escalation rule functionality with test calls and dummy scenarios before deployment.
• B.All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.
• C.Defining clear criteria for call escalation based on urgency and wait times.
• D.Configuring the rule to trigger automatic notifications and case creation for escalated calls.