Salesforce AP-226 Actual Free Exam Questions & Community Discussion

The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?

Your customer wants to improve agent productivity. Which future functionality could be most impactful?

The scope includes integration with legacy systems. Which factor should be carefully considered in the release plan?

The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.
Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can be answered.
Which changes to the Contact Support form process should a consultant suggest to improve the response times?

The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
Ursa Major Solar is advised by a consultant to utilize Continuous
Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not familiar with it and are questioning the benefits it yields.
What should the consultant outline as the advantage of a Cl process to the customer?

Your data includes sensitive customer information. Which security mechanism protects data during migration?

You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?

The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?

The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?

The customer requests integrations with existing CRM and marketing automation systems. Which approach promotes data integrity and maintainability?

Universal Containers (UC) has a service report requirement to provide a snapshot of customers, including the service products they are using, case reason, and priority, Which dashboard in Service Analytics should UC use? Sidebar-By

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

Your data migration timeline is tight. Which option helps expedite the process?

The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?