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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Discovery | 20% | - KPIs and Success Metrics
|
| Deploy | 10% | - Deployment Planning
|
| Implement | 41% | - Data and Migration
|
| Design | 29% | - Solution Design
|
Salesforce Contact Center Accredited Professional Sample Questions:
The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?
- A. Utilize standard Salesforce Reports and Dashboards for basic data visualization.
- B. Leverage external data warehouse solutions for data storage and complex queries.
- C. Implement Einstein Analytics for AI-powered insights and predictive analysis.
- D. Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration.
Correct Answer: D 🗳️
Explanation: Only visible for RealValidExam members. You can sign-up / login (it's free).
While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?
- A. Messaging for In-App
- B. SMS Messaging
- C. Facebook Messenger
Correct Answer: A,B,C 🗳️
Explanation: Only visible for RealValidExam members. You can sign-up / login (it's free).
To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:
1. Omni-Channel Flow:
* This is the primary type used to route the conversation from the bot to the queue.
* The consultant can build a flow with a specific action to "Route Work Item."
* This action allows you to specify the target queue where the conversation will be directed.
2. Dialog: (Optional)
* While not required for basic transfers, dialogs can be used to
enhance the user experience during the transfer process.
* For example, the consultant can create a dialog that informs the
customer about the need to transfer the conversation to a live agent
and provides estimated wait times.
* Additionally, the dialog can collect any necessary information from the customer before transferring the case to the queue.
A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.
Which tool should the consultant use?
- A. Data Import Wizard
- B. Data Loader
- C. Salesforce REST API
Correct Answer: B 🗳️
Explanation: Only visible for RealValidExam members. You can sign-up / login (it's free).
Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data What does a consultant need to keep in mind while using data loader?
- A. Only Apex triggers are executed
- B. Automated processes are executed by default
- C. Automated processes are not executed
Correct Answer: C 🗳️
Explanation: Only visible for RealValidExam members. You can sign-up / login (it's free).
Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?
- A. All of the above, working together for dynamic case assignment and escalation based on context and urgency.
- B. Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
- C. Case Assignment Rules using predefined criteria to direct cases to specific queues or agents.
- D. Process Builder sequences triggering automated case creation and assignment based on data triggers.
Correct Answer: A 🗳️
Explanation: Only visible for RealValidExam members. You can sign-up / login (it's free).
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