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| Section | Weight | Objectives |
|---|---|---|
| Discovery | 20% | - Success Metrics
|
| Implement | - Contact Center Configuration
| |
| Design | 29% | - Scalable Architecture Design
|
>> AP-226 Latest Practice Questions <<
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NEW QUESTION # 170
While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?
Answer: A,B,C
Explanation:
Ursa Major Solar can implement customer push notifications across various channels including SMS Messaging, Facebook Messenger, and Messaging for In-App as part of their Customer Engagement upgrade project. These channels are supported by Salesforce's marketing and engagement tools, allowing for the delivery of timely and relevant notifications directly to customers' devices. Utilizing these channels for push notifications can enhance customer engagement by providing updates, promotions, and alerts that encourage interaction and improve customer experience.
Reference: https://www.salesforce.com/products/marketing-cloud/best-practices/push-notification-strategy/
NEW QUESTION # 171
You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?
Answer: B
Explanation:
Configuring chatbots for varied purposes in the Contact Center can be effectively supported by a variety of platforms. Einstein Bots offer AI-driven capabilities and pre-built templates suited for customer service. Flow Builder provides a flexible, drag-and-drop interface for custom chatbot design. Third-party platforms like Dialogflow offer advanced customization and integration capabilities. Therefore, "D. All of the above, providing options for diverse bot functionalities and integration flexibility" is the best answer, as it encompasses the broadest range of tools for building and customizing chatbots within Salesforce.
Reference: Salesforce Einstein Bots
NEW QUESTION # 172
Ursa Major Solar has recently completed testing of its upgrade to
Enhanced Digital Engagement channels. A consultant needs to now move
the WhatsApp number on the testing sandbox to production.
How should the consultant accomplish this?
Answer: C
Explanation:
Moving a WhatsApp number used in a testing sandbox to production typically requires involvement from Salesforce Customer Support. Unlike some other configurations that can simply be recreated or entered directly in the production environment, transferring such digital engagement channels like WhatsApp often involves specific considerations, such as compliance with the WhatsApp API terms and configurations that may not be directly controllable by the administrator. Therefore, "C. Log a case with Salesforce Customer Support" is the appropriate step to ensure the WhatsApp number is correctly and effectively moved to production.
Reference: Salesforce Digital Engagement Guide
NEW QUESTION # 173
The best practice that the consultant should observe when configuring case escalation rules is:
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.
Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?
Answer: B
Explanation:
To facilitate a transfer of an Enhanced Bot conversation to a Queue, a consultant needs to use Omni-Channel Flow. Omni-Channel Flow enables dynamic routing capabilities that can be adjusted according to the complexity of the conversation and the availability of agents. By using an Omni-Channel Flow, the consultant can configure a specific action to route the work item directly to the designated queue, ensuring that the conversation is transferred to the correct queue where agents are available to handle the case. This routing type effectively manages workload distribution and prioritizes tasks based on agent skills and queue availability.
NEW QUESTION # 174
The scope includes integration with legacy systems. Which factor should be carefully considered in the release plan?
Answer: B
Explanation:
When integrating with legacy systems, several factors must be carefully considered in the release plan:
A: Development of custom Apex code for data exchange may be required to ensure compatibility and functionality.
B: Potential data migration challenges must be managed to maintain data integrity.
C: The availability and responsiveness of IT teams responsible for legacy systems are crucial to address any integration issues promptly.
Considering all these factors is essential to mitigate risks and ensure a successful integration with minimal disruption.
NEW QUESTION # 175
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