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Salesforce 的 AP-226 考古題覆蓋了最新的考試指南，根據真實的 AP-226 考試真題編訂，確保每位考生順利通過 AP-226 考試。如果在考試過程中變題了，考生可以享受免費更新一年的考題服務，保障了考生的權利。AP-226 考試適合於 Salesforce 技術人士開發，目的是為了測驗考生基於各種平臺的設計和開發應用知識技能。考生要考取 AP-226 認證，必須要擁有兩年開發技術領域的能力。

Salesforce AP-226 Exam Syllabus Topics:

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

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最新的 Accredited Professional Certification AP-226 免費考試真題 (Q17-Q22):

問題 #17
The correct steps for UC to create a service report with 50 object
references are
A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound conversations, which created a simple Omni-Channel flow for the bot What does the consultant need to specify to use this flow in the channel setting other than selecting the flow?

A. Fallback Queue
B. Route Work Item
C. Inbound Flow Action

答案：B

解題說明：
For the consultant who has cloned a standard bot to an Enhanced Bot for Universal Containers, specifying the "Route Work Item" setting in the channel setup is necessary after selecting the flow. This setting is crucial as it defines how work items, such as service requests or customer interactions, are routed through Omni-Channel, ensuring that the Enhanced Bot's flow directs interactions appropriately to available agents or queues.

問題 #18
Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

A. Establishing clear data ownership and access rights for users across the old and new platforms.
B. All of the above, contributing to a secure and controlled migration process with robust data protection.
C. Configuring data encryption for transferred information and user access with multi-factor authentication.
D. Conducting pre-migration security audits and vulnerability assessments of both platforms.

答案：B

解題說明：
Maintaining data security during a migration to a new cloud-based Contact Center platform involves several key steps. Configuring data encryption and multi-factor authentication protects data during transit and ensures secure access. Conducting security audits and vulnerability assessments identifies potential risks that can be mitigated before migration. Establishing data ownership and access rights ensures that only authorized users can access sensitive information. Thus, "D. All of the above, contributing to a secure and controlled migration process with robust data protection" covers all essential security measures for a cloud migration.
Reference: Salesforce Security Best Practices

問題 #19
Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?

A. All of the above, depending on the complexity of the desired IVR functionalities.
B. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.
C. Process Builder sequences defining IVR menus and routing options based on caller selections.
D. Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.

答案：B

解題說明：
Flow Builder is best suited for designing and configuring IVR (Interactive Voice Response) systems due to its visual drag-and-drop interface. This tool allows for easy creation of complex IVR menus and routing options based on caller selections, facilitating effective call deflection and ensuring callers can resolve their inquiries without needing direct agent interaction.

問題 #20
You're given a list of project requirements including specific agent skill sets for case routing. Which tool helps validate this requirement is met within the deployed system?

A. Utilizing Process Builder workflows and Flow triggers to trace case routing logic and confirm alignment with required skill sets.
B. All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.
C. Running Case Assignment Rule reports and analyzing data to ensure cases are routed to agents with matching skills.
D. Manual testing by assigning cases to agents and verifying routing based on pre-defined skill sets.

答案：B

解題說明：
Validating that case routing adheres to specific agent skill sets requires a multi-faceted approach. Manual testing of case assignments ensures real-world efficacy. Utilizing Process Builder and Flow triggers to trace case routing logic verifies the correct implementation of routing rules. Running Case Assignment Rule reports provides data-driven validation of routing accuracy. Hence, "D. All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets" best ensures that the system's functionality matches project requirements.
Reference: Salesforce Case Assignment and Routing

問題 #21
The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?

A. Number of Closed Won Deals
B. Customer Lifetime Value (CLTV)
C. Contact Center Conversion Rate
D. Customer Retention Rate

答案：C

解題說明：
To track the impact of the Salesforce Contact Center on revenue generation, the Contact Center Conversion Rate is an appropriate key performance indicator (KPI). This metric measures the percentage of contacts handled by the contact center that result in a sale or desired outcome, directly linking contact center activities to revenue generation. It provides insight into how effectively the contact center contributes to the company's bottom line by converting inquiries into transactions.

問題 #22
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