Salesforce AP-226

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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

You need to deploy a new case routing algorithm based on AI. Which deployment process provides the safest and most controlled approach?

A. Production deployment directly to all users simultaneously, with immediate effect.
B. All of the above, depending on the complexity and potential impact of the new algorithm.
C. Pilot deployment involving a small user group for testing and feedback before broader rollout.
D. Full sandbox deployment for comprehensive testing before migrating to production.

Question 2

The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system to Salesforce.
A consultant has noticed that agents always open the contact record first when they are routed a new Email-to-Case before they do anything else What should the consultant set up to make this more efficient for agents?

A. Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact
B. Edit the Case page layout to embed the Contact Details component on the Case page Pop action
C. Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen

Question 3

You're deploying a new email channel integration for customer support. Which cut-over requirement helps maintain data accuracy and consistency?

A. Testing the email integration with various sample messages and scenarios before real-world deployment.
B. Implementing data validation rules for incoming email subject lines and customer information.
C. All of the above, contributing to accurate data capture and seamless processing of email inquiries.
D. Configuring automated case creation and assignment based on specific keywords and email content.

Question 4

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

A. All of the above, depending on the complexity and desired level of automation for duplicate case handling.
B. Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.
C. Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates.
D. Manually comparing case details and identifying duplicates for removal or merging before data migration.

Question 5

Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?

A. Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.
B. Salesforce Data Loader for bulk data imports and basic field validation.
C. All of the above, offering various options for ensuring data quality and reliable metric interpretation.
D. Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.

Solutions: