Free Salesforce AP-226 Practice Test & Real Exam Questions, Page 1

Question #1

You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?

A. Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors.

B. All of the above, depending on the severity and impact of the data inconsistencies encountered.

C. Ignoring minor inconsistencies to avoid delaying the migration timeline.

D. Implementing data cleansing scripts or manual data correction within Salesforce.

Discussion 0

Correct Answer: A Vote an answer

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Question #2

Your KPIs include tracking customer satisfaction ratings for specific channels. Which feature facilitates this?

A. All of the above, depending on the desired survey integration level and automation requirements.

B. Einstein Feedback Surveys automatically sent based on interaction events and collecting customer feedback.

C. Custom Apex development for integrating third-party survey platforms into the Contact Center workflow.

D. Surveys triggered after case closure based on case closure rules or manual initiation.

Discussion 0

Correct Answer: A Vote an answer

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Question #3

The customer requires advanced customization for specific workflows. What is the best approach?

A. Custom Apex coding

B. Salesforce Flow

C. Out-of-the-box configuration

D. Third-party development

Discussion 0

Correct Answer: A Vote an answer

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Question #4

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

A. Agent Resolution Rate

B. Employee Turnover Rate

C. Customer Acquisition Cost (CAC)

D. Average Cost per Case (CPAC)

Discussion 0

Correct Answer: D Vote an answer

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Question #5

You're deploying a new AI-powered virtual assistant for initial customer inquiries. Which cut-over requirement helps maintain customer trust and transparency?

A. Monitoring interactions and measuring the virtual assistant's effectiveness in resolving customer issues.

B. All of the above, contributing to a responsible and trustworthy AI implementation for customer support.

C. Clearly disclosing the use of AI and providing options for human interaction when needed.

D. Training the virtual assistant on diverse customer data and common language variations for accuracy.

Discussion 0

Correct Answer: B Vote an answer

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Question #6

You're deploying a new SMS channel for customer updates and notifications. Which cut-over requirement helps prevent message delivery failures and ensure customer reach?

A. Implementing message throttling and rate limiting to prevent overwhelming customers with SMS alerts.

B. All of the above, contributing to reliable and effective SMS communication with customers.

C. Validating customer phone numbers and carrier compatibility before activating the SMS channel.

D. Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications.

Discussion 0

Correct Answer: B Vote an answer

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Question #7

Your scenario requires generating automated case updates based on customer interactions. Which Salesforce feature offers this capability?

A. Flow Builder with visual interface for designing automated processes and case updates triggered by interactions.

B. All of the above, depending on the desired complexity and automation level of case updates.

C. Workflow Rules triggering email notifications and case updates based on specific events or field changes.

D. Process Builder sequences defining automated actions and data updates based on triggers and conditions.

Discussion 0

Correct Answer: B Vote an answer

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Question #8

You need to set up email case creation. Which feature allows automatic case generation from incoming emails?

A. Einstein Bots configured to handle email inquiries and create cases if needed.

B. Email-to-Case enabled on the Case object with appropriate field mapping.

C. Workflow Rules with email field criteria triggering case creation.

D. Process Builder sequences defining steps for email parsing and case generation.

Discussion 0

Correct Answer: B Vote an answer

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Question #9

Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?

A. Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.

B. Flow Builder with chatbot elements for building conversational interfaces within flows.

C. Einstein Bots with natural language processing and conversational AI capabilities.

D. All of the above, providing various options for building and integrating chatbots into your self-service experience.

Discussion 0

Correct Answer: D Vote an answer

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Question #10

Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:
Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.
Which set of features/capabilities will help UMS achieve this?

A. Case Classification, Omni-Channel, Einstein Bots

B. Service Cloud Voice, Omni-Channel, Service Console

C. Service Cloud Voice, Feedback Management, Einstein Boss

Discussion 0

Correct Answer: B Vote an answer

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Question #11

Your bot design includes handoff to live agents for complex inquiries. Which feature facilitates this seamless transition?

A. Escalation Rules automatically transferring chat sessions to agents based on defined criteria.

B. Supervisor Console allowing supervisors to manually transfer chat sessions to specific agents.

C. All of the above, providing various options for smooth and informed handoff from bot to agent interactions.

D. Contextual handoff functionality preserving chat history and customer information for the agent.

Discussion 0

Correct Answer: C Vote an answer

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Question #12

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?

A. Omni Supervisor Console and Amazon Supervisor Dashboard

B. Service Cloud Voice Analytics App and Amazon Supervisor Dashboard

C. Service Cloud Voice Analytics App and Omni Supervisor Console

Discussion 0

Correct Answer: C Vote an answer

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Question #13

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

A. All of the above, depending on the resources available and the complexity of the migration project.

B. Utilizing data migration tools with automation capabilities and bulk processing features.

C. Outsourcing the data migration process to experienced third-party vendors.

D. Manual data entry into Salesforce records for critical information.

Discussion 0

Correct Answer: A Vote an answer

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Question #14

You need to validate web form functionality. Which method provides the most direct test?

A. Monitoring web server logs for form access and error messages to identify technical issues.

B. All of the above, offering complementary perspectives on web form functionality and potential challenges.

C. Reviewing form configuration settings and field mappings within Salesforce.

D. Manually submitting test data through the web form and verifying case creation in Salesforce.

Discussion 0

Correct Answer: B Vote an answer

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