Salesforce-Contact-Center Salesforce Contact Center Accredited Professional AP-226 Exam exact Exam Questions

Salesforce Contact Center Accredited Professional AP-226 Exam

Last Update 5 hours ago Total Questions : 205

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Question # 1

While some of your suggestions aim to address Ursa Major Solar ' s need to

accommodate new agents during peak season, they raise potential concerns and might not be the most optimal approach. Here ' s a breakdown:

Ursa Major Solar (UMS) is implementing Email-to-Case in its …

Salesforce notaro which it has used in the past 2 years as its Case

Management system, to place is the party Email Channel provider. UMS is

excited to learn about the artificial in capability in Einstein Case

Classification and would like to prioritize the capturing the build as must-have

After verifying the license, how should a consultant include the Einstein

Case Classification capability in the same project?

Add two requirements to the backlog in the current release date

EmailMessage object to meet data requirements for Einstein formal Car

Cassium be up Einstein Case Classification.

Add the requirement to a future release since Einstein rends at least 400

the past 6 months to build the model in Email Channel

Add the requirement in the current release as the customer are case

records and because of the reed to prontice the manner Classification

The most appropriate approach for incorporating Einstein Case

Classification into the same project is to:

A Add two requirements to the backlog in the current release:

Ursa Major Solar has recently seen a big increase in case volume due to

the launch of new product.

What should the company do to deflect cases?

Implement an internal knowledge base.

Implement a customer-facing knowledge base Implement a new channel in

SMS. Choose

While both implementing an internal knowledge base and implementing a

customer-facing knowledge base can help deflect cases, the most

bot. The same Einstein Bot can be deployed to all Enhanced Digital … that Sent Cloud supports

Three bots. One bot per channel will provide a chunne specific customer..

Two bots. Fewer bots means less maintenance and the same can be p and

Facebook Messenger

Question # 2

Universal Containers (UC) has a service report requirement to provide a

snapshot of customers, including the service products they are using, case

reason, and priority,

Which dashboard in Service Analytics should UC use? Sidebar-By

Customer

Open Cases

Account Profile

Question # 3

The customer wants to minimize disruption during rollout. Which release management technique is most suitable?

Full system outage for complete implementation and configuration.

Rolling updates with gradual user onboarding to the new system.

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

A combination of rolling updates and minimal downtime deployment techniques.

Question # 4

You need to migrate complex workflows from your legacy system. Which tool facilitates this?

Process Builder with drag-and-drop interface for designing automated processes within Salesforce.

Flow Builder with visual development environment for building complex automation and logic flows.

Apex code development for custom scripting and advanced workflow logic implementation.

All of the above, depending on the complexity and specific functionalities of the migrating workflows.

Question # 5

You need to configure reporting for bot performance analysis. Which metric best reflects customer satisfaction with the bot experience?

Number of chat sessions handled by the bot versus live agents.

Rate of successful resolutions achieved through bot interactions alone.

Customer satisfaction ratings and feedback specifically gathered about the bot experience.

Average conversation length and time spent interacting with the bot.

Question # 6

You‘re preparing data migration for knowledge base articles with associated attachments. Which step helps ensure file compatibility and accessibility within the new platform?

Converting attachments to formats compatible with the new knowledge base system before the migration process.

Configuring the new platform to recognize and handle different file formats associated with migrated knowledge base articles.

Testing access and download functionality for attached files within the new platform after the migration is complete.

All of the above, contributing to seamless access and usability of knowledge base articles with corresponding attachments in the new system.

Question # 7

Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?

Verifying agent training on call scripts and adherence to regulatory requirements.

Ensuring proper opt-in mechanisms and customer consent management for outbound calls.

Implementing recording and call monitoring functionalities for compliance audits and quality control.

All of the above, contributing to a compliant and responsible outbound calling operation.

Question # 8

The release plan includes automated regression testing. What is the primary benefit of this approach?

Identifying new functionalities and features introduced during development.

Ensuring existing functionalities and integrations continue to function properly after updates.

Reducing manual testing efforts and streamlining the release process.

All of the above, offering comprehensive validation and optimizing release efficiency.

Question # 9

The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?

Implement custom dashboards with visualizations of overall case volume and agent performance.

Configure reports with filters to break down case resolution times by agent and case priority.

Develop custom fields and reports to categorize cases by product and track resolution times per category.

Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.

Question # 10

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?

Set up the organization ' s default business hours and create an escalation

rule where the case matches the criteria associated with different business

hours.

Create an Apex trigger that checks the default business hours and the

business hours on an escalation.

Set up the organization ' s default business hours and set up another set of

business ho the second option