Contact Center Accredited Professional - AP-226 Exam Practice Test

Question 1

Universal Containers (UC) requires agents to use their mobile devices as part of the daily operations. In order to do that, agents need a service app that can be published on AppExchange. Which kind of environment should UC use to develop and deploy this app on Appexchange?

A. Scratch org (correct)

B. Source org

C. Sandbox

Correct Answer: A

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Question 2

To validate email deliverability, you need to test spam filters and blacklists. Which tool helps with this process?

A. Email testing services like Mail Tester and GlockApps for analyzing email content and predicting spam filter activation.

B. Configuring SPF, DKIM, and DMARC authentication protocols to improve email deliverability reputation.

C. Monitoring email logs and delivery reports within Salesforce for identifying blocked or bounced emails.

Correct Answer: A

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Question 3

(a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.

A. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.

B. Reviewing report builder configurations and data source connections to ensure alignment with defined reporting requirements.

C. Analyzing system logs and report execution history to identify any errors or missing data within generated reports.

D. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.

Correct Answer: A

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Question 4

The customer wants to personalize customer interactions based on past interactions and preferences. Which data model element facilitates this?

A. Case history tracking with details of previous interactions and resolutions.

B. Custom fields capturing customer preferences and purchase history.

C. All of the above, used in combination for comprehensive customer context and personalized experiences.

D. Segmentation rules defining customer groups based on specific criteria and behavior.

Correct Answer: C

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Question 5

Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?

A. All of the above, forming a multi-layered security approach for data exchange with external systems.

B. Field-Level Encryption selectively encrypting sensitive data fields within the bot's data storage.

C. Secure Sockets Layer (SSL) encryption protecting data transmission between the bot and external systems.

D. API authentication mechanisms ensuring authorized access and verification for data exchange.

Correct Answer: A

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Question 6

The release management plan needs to be adaptable to unforeseen changes or challenges. Which element facilitates flexibility and responsiveness?

A. Detailed and rigid schedule with no room for modifications or adjustments.

B. Regular risk assessments and contingency plans for potential challenges and roadblocks.

C. Clearly defined communication channels and escalation procedures for unforeseen issues.

D. A collaborative work environment and open communication among stakeholders.

Correct Answer: D

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Question 7

Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot.
How should a consultant suggest UMS configure its Experience Cloud site to support this?

A. Pass in the User ID field as a hidden pre-chat field and check the vice of that le Channel flow to determine the routing destination

B. Use conditional visibility on the Embedded Messaging component to show one for the users and one for guest users to alter the routing destination

C. Create a Page Variation for each page where the chat is offerest one for authenticated one for guest users to alter the routing destination

Correct Answer: A

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Question 8

The environments that should have a two-way deployment connection in
this scenario are Test Sandbox and Production Org.
Which requirement needs to be met to perform a quick deployment for
change sets or Metadata API components without testing the full
deployment?

A. Tests in the org or al local tests are run and Apex trigger have some coverage

B. Components have been validated successful for the target event within least
70 days

C. Each class and trigger that was deployed is covered by at least 75% jointly

Correct Answer: C

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Question 9

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

A. Salesforce Knowledge articles with categorization and tagging for easy customer search.

B. All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.

C. Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.

D. Einstein Search for intelligent article recommendations based on customer keywords and context.

Correct Answer: B

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Question 10

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?

A. Messaging for In-App

B. SMS Messaging

C. Facebook Messenger

Correct Answer: A,B,C

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Salesforce Contact Center Accredited Professional - AP-226 Exam Practice Test

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