Salesforce AP-226 Actual Free Exam Questions & Community Discussion

Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?

The customer values user adoption and training. Which element should be prioritized in the implementation plan?

The best set of functionalities for the client's needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specific requirements.

The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?

Your customer wants to personalize customer interactions based on past purchase history. How can you leverage future functionality?

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

The consultant needs to specify the Inbound Flow Action in the channel
setting, in addition to selecting the flow, to use the Omni-Channel flow for the Enhanced Bot.
During a workshop, management at a company explains that its contact
center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general queue, where the agents pick up the case manually.
Management would like available agents to receive the cases automatically so they do not pick cases. They also require that if the case cannot be directed to the correct agent, there is a fallback option. The agent can be assigned cases from different channels and would like this incorporated into the routing model.
Which setting in Email-to-Case should a consultant recommend the
company utilize?

The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?

You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?

The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
Which Experience Cloud template should a consultant recommend

You're preparing historical call recordings for migration. Which step helps improve audio quality and accessibility for playback within the new system?

You need to validate bot security and data privacy compliance. Which tool helps with this?

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?

While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar's goal of connecting customers with subject-matter experts (SMEs) for real-time, detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for Web.
A consultant is preparing post-implementation training material for the agents and supervisors in an environment that uses Service Cloud Voice with Amazon Connect. Supervisors need to track key performance indicators (KPIs), such as calls answered. average handle time, and average speed to answer.
Where should the consultant point supervisors to track these KPIs?