Sample AP-226 Questions Pdf | Exam AP-226 Lab Questions

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Salesforce AP-226 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Deploy & Optimize	10%	- Monitor performance and optimize operations - Perform testing and validation - Plan deployment and change management
Topic 2: Design	35%	- Plan voice and digital engagement implementation - Design self-service and knowledge base integration - Plan agent workspace and user experience - Design omni-channel routing and assignment logic
Topic 3: Build & Configure	35%	- Configure Service Cloud and Contact Center features - Configure reporting, dashboards, and analytics - Set up Omni-Channel and routing rules - Implement Service Cloud Voice and telephony integration
Topic 4: Discovery	20%	- Identify success metrics and KPIs - Map customer journeys and interaction channels - Understand contact center business requirements and goals

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Exam AP-226 Lab Questions - AP-226 Study Guides

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Salesforce Contact Center Accredited Professional Sample Questions (Q194-Q199):

NEW QUESTION # 194
Your project requires migrating custom objects and their associated dat a. Which data preparation step helps maintain field-level validation rules and triggers?

A. Manually reviewing and verifying the accuracy and functionality of imported validation rules and triggers after data migration.
B. Exporting custom objects and data along with associated validation rules and trigger definitions for import into the new system.
C. Configuring the new system to automatically recognize and apply existing field-level validation rules and triggers during data migration.
D. All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects.

Answer: D

Explanation:
Maintaining field-level validation rules and triggers during migration of custom objects requires thorough planning and execution. Exporting these elements along with the objects ensures they are not lost during transition. Configuring the new system to recognize and apply these rules and triggers maintains data integrity. Manually verifying these rules post-migration confirms their correct function. "D. All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects" covers all necessary steps for successful integration of these critical components.
Reference: Salesforce Custom Objects and Data Integrity

NEW QUESTION # 195
The best dashboard in Service Analytics for UC's service report
requirement is Sidebar-By Customer.
Universal Containers (UC) has a requirement to create a service report that contains 50 object references. Which steps should UC take to achieve this?

A. Create 10 service reports Select the objects Combine the service reports
B. Create a Visualforce service report Create objects and fields the Vict into the objects and fields in the report
C. Create a custom report type Select four object relationships Select adal from extra objects

Answer: C

Explanation:
To create a service report containing references to 50 objects, Universal Containers should follow these steps:
Create a custom report type: This allows for the definition of primary and related objects.
Select up to four object relationships: This structures the primary relationships needed for the report.
Add fields from additional related objects: This extends the report's scope to include up to 50 object references by pulling in fields from other relevant objects.
This method provides a scalable approach to complex reporting needs within Salesforce.

NEW QUESTION # 196
The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?

A. Case Management
B. Omni-Channel Routing
C. Customer Community
D. Einstein Bots

Answer: A

Explanation:
Case Management functionality in Salesforce is designed to provide a holistic view of customer interactions across all channels. It allows agents to manage and access all customer case information and interactions in one place, ensuring a seamless customer service experience. Therefore, "B. Case Management" is the most appropriate functionality to achieve a single view of customer interactions across various communication channels.
Reference: Salesforce Case Management

NEW QUESTION # 197
Your customer has a small-scale implementation with a tight timeline. Which release strategy best suits this scenario?

A. Pilot deployment with a limited user group for initial testing and feedback.
B. Continuous integration and continuous delivery (CI/CD) for rapid iterative updates.
C. Big bang deployment with all features rolled out simultaneously.
D. Phased approach with incremental releases and controlled rollouts.

Answer: A

Explanation:
For a small-scale implementation with a tight timeline, a pilot deployment strategy is particularly suitable. This approach allows a limited user group to test the new system, providing valuable feedback before a full-scale rollout. It helps identify potential issues in a controlled environment, minimizing risk and enabling adjustments based on real user experiences, making it the best choice under the described circumstances.
Reference: Salesforce Documentation on Implementation Strategies

NEW QUESTION # 198
The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

A. Integrate with a third-party survey platform for customization and detailed analysis.
B. Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.
C. Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.
D. Develop custom case fields and workflows to capture and track customer feedback internally.

Answer: C

Explanation:
Salesforce Surveys provide a native and integrated way to capture customer feedback directly within Salesforce. By utilizing pre-built templates, these surveys can be automatically triggered after case closures, making it an effective method for collecting structured feedback. This feature ensures that the feedback is linked to the customer records and interactions, providing actionable insights and maintaining data consistency within Salesforce. Therefore, "B. Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure" is the most beneficial feedback mechanism for capturing customer opinions and improving service.
Reference: Salesforce Surveys

NEW QUESTION # 199
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