AP-226 無料問題集「Salesforce Contact Center Accredited Professional」

（A）Number of chat sessions handled by agents.

（B）Total chat session duration divided by the number of sessions.

（C）Time spent by agents actively engaged in chat sessions.

（D）All of the above, depending on the desired AHT calculation scope and inclusivity.

（A）Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.

（B）Presence-based routing automatically assigning tasks based on agent availability.

（C）Omni-Channel Presence States indicating online and offline agent status for different channels.

（D）All of the above, working together for optimal multi-channel task assignment and routing.

（A）Full system outage for complete implementation and configuration.

（B）A combination of rolling updates and minimal downtime deployment techniques.

（C）Weekend or after-hours deployment to minimize impact on regular operations.

（D）Rolling updates with gradual user onboarding to the new system.

（A）Open Cases

（B）Account Profile

（C）Customer

（A）Phased deployment migrating agents and customer access in groups to minimize service interruption.

（B）Parallel deployment running both platforms simultaneously until full migration to the new system.

（C）Cutover deployment with a temporary system switch during scheduled maintenance time for minimal disruption.

（D）All of the above, depending on the platform integration complexity and desired downtime window.

（A）First Contact Resolution (FCR) Rate

（B）Customer Effort Score (CES)

（C）Net Promoter Score (NPS)

（D）Customer Lifetime Value (CLTV)

（A）Process Builder sequences dynamically updating and inserting personalized data into email content.

（B）Custom Apex code to programmatically insert customer data into email templates.

（C）Merge fields in email templates linked to specific object fields containing customer information.

（D）Einstein Content Recommendations suggesting relevant templates and content based on customer data.

（A）Case Assignment Rule

（B）Omni Channel Flows

（C）Skill-Based Routing Rules

（A）Custom Apex coding

（B）Salesforce Flow

（C）Out-of-the-box configuration

（D）Third-party development

（A）Documenting API configurations and connection details for external integrations after successful migration and testing.

（B）Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.

（C）Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.

（D）All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.

（A）Omni-Channel Presence

（B）Entitlements

（C）Skill-Based Routing

（D）Routing Rules