AP-226 Question #187: Real Exam Question with Answer & Explanation

Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is: 1. Service Cloud Voice: ●Streamlines inbound and outbound calling within Salesforce, eliminating context switching and improving agent productivity. ●Offers features like call recording, transcription, and click-to-dial for faster call handling. 2. Omni-Channel: ●Intelligently routes calls to the most qualified agents based on skills, availability, and workload, ensuring faster issue resolution. ●Provides real-time insights into agent performance and call metrics for effective management. 3. Einstein Bots: ●Handles simple inquiries and FAQs, deflecting calls from agents and reducing queue wait times. ●Can handle tasks like scheduling appointments, providing basic account information, or collecting initial issue details, freeing up agents for complex issues. During a design workshop, Ursa Major Solar (UMS) indicates to a consultant that many cases around the same topic, which is usually an outage. Currently the customer service agents need to respond to each and every case separately, which takes a line amount of time. They would like to be able to collect these cases together and y message that would be received by all customers. Which incident management feature should the consultant recommend UMS the direct communication with customers?