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Salesforce AP-226 Test Assessment & Latest AP-226 Study Materials

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Salesforce Contact Center Accredited Professional Sample Questions (Q119-Q124):

NEW QUESTION # 119
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?

A. The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the
B. Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object
C. Create a flow that references the custom object.

Answer: A

Explanation:
custom object.
Explanation:
For linking voice calls to customer orders in Ursa Major Solar's Salesforce environment, creating a custom lookup field on the Voice Call object to the custom object that tracks customer orders is the best approach. This setup allows each voice call record to be directly associated with a specific customer order, enabling easy tracking and reference during customer interactions. This method provides a streamlined and systematic way to link and access relevant order details directly from the call interface.
Reference: Salesforce Custom Objects and Fields

NEW QUESTION # 120
The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.
An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue What is the reason for the work that was already in the queue not being pushed to agents?

A. The Apply to existing records in queue option was not selected.
B. Records that exist in a queue prior to Omni-Channel routing activation will not be pushed to an agent.
C. The type of work that was in the queue is not in the Selected Objects list on the queue under Supported Objects

Answer: B

Explanation:
When Omni-Channel routing is activated on a queue for the first time, existing records in that queue will not automatically be pushed to agents. This is because Omni-Channel only starts routing work items that arrive in the queue after its activation. Any work that was already in the queue prior to enabling Omni-Channel will need to be manually reassigned or triggered to enter the Omni-Channel routing process.

NEW QUESTION # 121
The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

A. Customer Lifetime Value (CLTV)
B. Net Promoter Score (NPS)
C. First Contact Resolution (FCR) Rate
D. Customer Effort Score (CES)

Answer: D

Explanation:
The Customer Effort Score (CES) is the best-suited KPI for measuring the amount of effort a customer has to expend to get their issues resolved. CES is specifically designed to gauge the ease of service interaction, directly reflecting how easy or difficult it is for customers to achieve their goals. Monitoring CES helps in understanding the operational effectiveness in minimizing customer struggle, thus making "C. Customer Effort Score (CES)" the ideal choice for measuring customer effort during interactions.
Reference: Salesforce Blog on Customer Effort Score

NEW QUESTION # 122
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow
ramp-up time for UMS's junior agents to handle only two chat requests at a time?

A. Routing Configuration.
B. Create and assign a new Presence Configuration. Create and apply a new
C. Create and assign a new Presence Status

Answer: C

Explanation:
To provide ramp-up time for junior agents handling fewer chat requests at a time, an administrator should create and assign a new Presence Status. This status would specifically allow junior agents to handle only two chat requests simultaneously, compared to the standard three. This setting tailors the workload according to the agent's capability, ensuring they are not overwhelmed, which helps in their gradual adaptation to the expected work pace.

NEW QUESTION # 123
Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?

A. Implementing recording and call monitoring functionalities for compliance audits and quality control.
B. Ensuring proper opt-in mechanisms and customer consent management for outbound calls.
C. All of the above, contributing to a compliant and responsible outbound calling operation.
D. Verifying agent training on call scripts and adherence to regulatory requirements.

Answer: C

Explanation:
Mitigating compliance risks in outbound calling involves multiple considerations:
A: Verifying agent training on call scripts ensures adherence to regulatory requirements.
B: Ensuring proper opt-in mechanisms and management of customer consent guards against violations.
C: Implementing recording and monitoring functionalities aids in compliance audits and quality control.
Collectively, these measures foster a compliant approach to managing outbound calls, reducing risk and enhancing accountability.

NEW QUESTION # 124
......

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