Cert AP-226 Exam | Valid AP-226 Exam Syllabus

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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implement- Contact Center Configuration
  • 1. Set up core Contact Center features
    • 2. Configure operational components
      Topic 2: Design29%- Solution Mapping
      • 1. Map Contact Center features to requirements
        - Scalable Architecture Design
        • 1. Design maintainable Contact Center solutions
          • 2. Apply standard data models
            Topic 3: Discovery20%- Success Metrics
            • 1. Identify KPIs aligned to business goals
              - Customer Use Case Analysis
              • 1. Identify personas and stakeholders
                • 2. Conduct requirement interviews
                  - Requirements Definition
                  • 1. Define channel and routing requirements
                    • 2. Map use cases to features and systems

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                      Salesforce Contact Center Accredited Professional Sample Questions (Q117-Q122):

                      NEW QUESTION # 117
                      You need to validate data migration accuracy and completeness. Which tool assists with this process?

                      Answer: B

                      Explanation:
                      Several tools assist in validating data migration accuracy and completeness:
                      A: Salesforce Reports and Dashboards enable comparisons of data metrics between the legacy system and Salesforce.
                      B: Data Compare tools like Informatica PowerCenter provide deep analysis capabilities for identifying discrepancies and integrity issues.
                      C: Validation Rules within Salesforce ensure that incoming data adheres to specific formats and constraints, preventing incorrect data entries.
                      Employing these tools collectively ensures a thorough validation process for migrated data, securing data integrity and accuracy.


                      NEW QUESTION # 118
                      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?

                      Answer: B

                      Explanation:
                      When using Data Loader for data migration, it's important to note that automated processes such as workflow rules, processes from Process Builder, and some validation rules are not executed by default unless specified in the settings. This can be crucial for ensuring the integrity of the data migration process, particularly when dealing with large volumes of data like closed cases. Thus, "B. Automated processes are not executed" is the key consideration to keep in mind, as it affects how the data is handled during the migration process.
                      Reference: Salesforce Data Loader Guide


                      NEW QUESTION # 119
                      You need to configure reporting for bot performance analysis. Which metric best reflects customer satisfaction with the bot experience?

                      Answer: A

                      Explanation:
                      To effectively gauge customer satisfaction with bot interactions, measuring customer satisfaction ratings and collecting specific feedback about the bot experience is essential. This metric directly reflects how customers perceive the effectiveness, efficiency, and overall experience of interacting with the bot, providing clear insights into areas of success and opportunities for improvement.


                      NEW QUESTION # 120
                      The environments that should have a two-way deployment connection in
                      this scenario are Test Sandbox and Production Org.
                      Which requirement needs to be met to perform a quick deployment for
                      change sets or Metadata API components without testing the full
                      deployment?

                      Answer: A

                      Explanation:
                      To perform a quick deployment for change sets or Metadata API components without testing the full deployment, it is required that each class and trigger that was previously deployed is covered by at least 75% joint test coverage. This ensures that the majority of the code being deployed has been sufficiently tested to maintain functionality and stability in the production environment.
                      Reference: Salesforce Deployment Considerations


                      NEW QUESTION # 121
                      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?

                      Answer: C

                      Explanation:
                      For migrating 100,000 historic cases from a legacy system to Salesforce, the consultant should use the Data Loader. Salesforce Data Loader is designed for bulk data operations and is the optimal tool for handling large-scale data migrations, such as 100,000 records or more. It provides the ability to insert, update, delete, or export Salesforce records. When importing data, Data Loader reads, extracts, and loads data from CSV files or from a database connection. For large data volumes, Data Loader is more efficient and robust than the Data Import Wizard, which is typically recommended for loading fewer than 50,000 records. The Data Loader also supports automated batch processing, making it suitable for migrating large datasets from legacy systems.


                      NEW QUESTION # 122
                      ......

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