Actual Salesforce AP-226 Exam Questions–Key To Success

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Salesforce AP-226 Exam Syllabus Topics:

Section	Weight	Objectives
Discovery	20%	- Business Requirements 1. Identify required features and capabilities 2. Analyze business processes and channels 3. Determine routing logic requirements - Customer Use Cases and Stakeholders 1. Define personas and stakeholders 2. Conduct customer discovery interviews - KPIs and Success Metrics 1. Prioritize business success measurements 2. Identify key performance indicators
Deploy	10%	- Validation and Migration 1. Prepare systems for data migration 2. Validate deployment requirements - Deployment Planning 1. Identify deployment processes 2. Document cut-over requirements
Implement	41%	- Self-Service and Automation 1. Configure self-service functionality 2. Configure bots functionality 3. Configure case management functionality - Communication Channels 1. Configure email functionality 2. Configure voice functionality 3. Configure messaging channels 4. Configure Omni-Channel functionality - Core Contact Center Configuration 1. Configure basic Contact Center functionality 2. Configure business processes 3. Validate Contact Center metrics - Data and Migration 1. Validate integrations and configurations 2. Determine data migration strategies
Design	29%	- Implementation Planning 1. Create release management strategies 2. Design implementation plans 3. Define KPI measurement methods - Contact Center Capabilities 1. Determine future functionality usage 2. Define persona-based user experiences 3. Evaluate standard Contact Center functionality - Solution Design 1. Design scalable and maintainable solutions 2. Map Contact Center functionalities to requirements 3. Apply standard data models and best practices

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Salesforce Contact Center Accredited Professional Sample Questions (Q15-Q20):

NEW QUESTION # 15
Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
How should an administrator provision the phone number to support this
functionality?

A. Provision a toll free phone number at least 8 weeks before golive
B. Provision a short code phone number at least 8 weeks before golive
C. Provision a long code phone number on least 2 weeks before golive

Answer: C

Explanation:
For notifying customers with automated outbound SMS messages, provisioning a phone number well in advance is essential. A long code phone number, which is typically a regular 10-digit phone number, is suitable for such notifications and generally requires at least 2 weeks to provision. This allows sufficient time for setup and testing before going live. Therefore, "C. Provision a long code phone number at least 2 weeks before golive" is the correct step for supporting this functionality effectively.
Reference: Salesforce SMS Implementation Guide

NEW QUESTION # 16
The consultant should suggest UMS configure its Experience Cloud site to support the desired chat routing using the following approach:
Pass in the User ID field as a hidden pre-chat field and check the value of that field in an Omni-Channel flow to determine the routing destination.
The customer service manager at Universal Containers wants to implement a process to ensure cases that are not resolved in time get brought to the attention of more experienced service agents. A consultant has proposed to implement case escalation rules for this. Which best practice should the consultant observe when configuring case escalation rules?

A. Put the most complex escalation Rule Entry at the end of the sort order to improve system performance.
B. Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met a case still gets evaluated.
C. Create a maximum of 25 Rule Entries to make the escalation rules easy to maintain for an administrator.

Answer: B

Explanation:
When configuring case escalation rules to ensure timely case resolution, it's essential to include a catch-all rule entry at the end of the sort order. This best practice ensures that all cases, regardless of their specific conditions, are evaluated for escalation. If a case doesn't meet any other specific criteria set in previous rule entries, the catch-all rule provides a default action to escalate the case, ensuring that it receives attention from more experienced service agents. This approach helps maintain service quality and ensures that cases are not overlooked.
Reference: Salesforce Escalation Rules Best Practices

NEW QUESTION # 17
You need to set up email case creation. Which feature allows automatic case generation from incoming emails?

A. Email-to-Case enabled on the Case object with appropriate field mapping.
B. Process Builder sequences defining steps for email parsing and case generation.
C. Workflow Rules with email field criteria triggering case creation.
D. Einstein Bots configured to handle email inquiries and create cases if needed.

Answer: A

Explanation:
Email-to-Case is the feature that allows automatic case generation from incoming emails by converting emails into case records. This functionality ensures that all relevant email data is captured directly into Salesforce cases, utilizing field mapping to organize and store information correctly.

NEW QUESTION # 18
Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:
Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.
Which set of features/capabilities will help UMS achieve this?

A. Case Classification, Omni-Channel, Einstein Bots
B. Service Cloud Voice, Feedback Management, Einstein Boss
C. Service Cloud Voice, Omni-Channel, Service Console

Answer: C

Explanation:
For Ursa Major Solar (UMS) to improve the speed and efficiency of its call handling, the integration of Service Cloud Voice, Omni-Channel, and the Service Console is optimal. Service Cloud Voice brings telephony inside the Salesforce platform, allowing agents to make and receive calls directly in Salesforce, providing them with a comprehensive view of the customer and their history. Omni-Channel ensures that calls are routed to the right agent at the right time, based on skills, availability, and workload. The Service Console offers a unified interface that lets agents manage multiple cases and calls efficiently, reducing time spent switching between screens and applications, and speeding up call resolution.

NEW QUESTION # 19
I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.
Ursa Major Solar has implemented Service Cloud Voice. After using it for several months, the customer service manager notices that agents rarely create a note that summarizes what was discussed during a phone call.
This has made it difficult to get an overview of what happened on a case.
What should a consultant suggest to help resolve this challenge?

A. A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time
B. Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up
C. Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.

Answer: C

Explanation:
To address the issue of agents not having enough time to create summaries after phone calls in Service Cloud Voice, the After Conversation Work (ACW) component should be implemented. ACW provides a designated period after each call where agents are not assigned new calls, allowing them to complete necessary follow-up tasks such as summarizing the call. This helps in ensuring that comprehensive notes are taken, which are crucial for maintaining a detailed history of customer interactions and for providing context in future engagements. By using ACW, agents can focus on quality documentation without the pressure of immediate new call assignments.
Reference: https://help.salesforce.com/s/articleView?id=sf.voice_work.htm

NEW QUESTION # 20
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