Examinations AP-226 Actual Questions, AP-226 Visual Cert Test

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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implement41%- Data and Migration
  • 1. Validate integrations and configurations
  • 2. Determine data migration strategies
- 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 Omni-Channel functionality
  • 2. Configure voice functionality
  • 3. Configure messaging channels
  • 4. Configure email functionality
Topic 2: Discovery20%- KPIs and Success Metrics
  • 1. Identify key performance indicators
  • 2. Prioritize business success measurements
- Business Requirements
  • 1. Identify required features and capabilities
  • 2. Determine routing logic requirements
  • 3. Analyze business processes and channels
- Customer Use Cases and Stakeholders
  • 1. Define personas and stakeholders
  • 2. Conduct customer discovery interviews
Topic 3: Design29%- Contact Center Capabilities
  • 1. Evaluate standard Contact Center functionality
  • 2. Define persona-based user experiences
  • 3. Determine future functionality usage
- Implementation Planning
  • 1. Create release management strategies
  • 2. Define KPI measurement methods
  • 3. Design implementation plans
- Solution Design
  • 1. Apply standard data models and best practices
  • 2. Design scalable and maintainable solutions
  • 3. Map Contact Center functionalities to requirements
Topic 4: Deploy10%- Deployment Planning
  • 1. Identify deployment processes
  • 2. Document cut-over requirements
- Validation and Migration
  • 1. Prepare systems for data migration
  • 2. Validate deployment requirements

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Salesforce Contact Center Accredited Professional Sample Questions (Q119-Q124):

NEW QUESTION # 119
The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?

Answer: C

Explanation:
For handling high data volumes and complex reporting needs, combining Salesforce Einstein Analytics with external data warehouse solutions offers the best scalability and advanced analysis capabilities. Einstein Analytics provides AI-powered insights and predictive analysis, while external data warehouses allow for storage of large data volumes and complex querying. This combination, as suggested in option "D. Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration," offers a comprehensive solution for handling large-scale data and sophisticated analytical demands.
Reference: Salesforce Documentation on Einstein Analytics


NEW QUESTION # 120
Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

Answer: D

Explanation:
Validating self-service functionality, particularly the quality and accessibility of Knowledge articles, involves a combination of methods to ensure comprehensive evaluation. Salesforce Reports can analyze user searches and article views to measure engagement and identify popular content. Quality assurance reviews can validate the accuracy and relevance of the content. Additionally, user feedback surveys and rating systems enable direct customer input on the usefulness and clarity of the articles. Thus, "D. All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience" is the most effective way to assess and improve article quality and accessibility.
Reference: Salesforce Knowledge Management


NEW QUESTION # 121
The company aims to reduce operational costs. Which KPI is most relevant to track their progress?

Answer: D

Explanation:
The Average Cost per Case (CPAC) is the most relevant KPI for tracking progress in reducing operational costs within a contact center. This metric provides a clear measurement of the cost associated with resolving each customer case, taking into account all resources utilized in the process. Monitoring and optimizing CPAC can help a company identify areas where efficiencies can be improved, thus directly contributing to the reduction of operational costs.


NEW QUESTION # 122
Your deployment involves migrating historical case dat
a. Which data preparation step helps maintain case history and audit trails accurately?

Answer: C

Explanation:
Maintaining case history and audit trails accurately during a migration process involves several crucial steps:
A: Transferring all available case data, including comments, attachments, and activity logs, ensures that no historical data is lost.
B: Configuring the new system to preserve chronological order and timestamps of historical case events maintains the integrity of the case timeline.
C: Testing case history access and audit trail functionality ensures that all historical information is retrievable and accurately displayed post-migration.
These steps collectively ensure that historical case data is migrated completely and remains accessible and contextually intact in the new system.


NEW QUESTION # 123
You're validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

Answer: C

Explanation:
Identifying and handling duplicate entries during data cleansing for case migration involves multiple strategies to ensure data integrity. Matching and merging records based on common identifiers like email addresses or phone numbers is effective in eliminating duplicates. Data quality rules and duplicate detection tools can systematically flag potential duplicates for further review. Manually reviewing case details provides a final check to ensure no duplicates slip through. Hence, "D. All of the above, depending on the complexity and desired level of automation for duplicate case handling" covers all necessary methods for thorough duplicate management.
Reference: Salesforce Data Management


NEW QUESTION # 124
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