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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement | 41% | - Data and Migration
|
| Topic 2: Discovery | 20% | - Customer Use Cases and Stakeholders
|
| Topic 3: Design | 29% | - Implementation Planning
|
| Topic 4: Deploy | 10% | - Deployment Planning
|
Your KPIs include tracking customer satisfaction ratings for specific channels. Which feature facilitates this?
Correct Answer: D 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
The company's primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?
Correct Answer: A 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?
Correct Answer: B 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter's limitations:
A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.
Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?
Correct Answer: B 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?
Correct Answer: A 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
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AP-226 exam is my next aim.
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