Free Salesforce AP-226 Exam Dumps Questions & Answers

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

• A.  Einstein Feedback Surveys automatically sent based on interaction events and collecting customer feedback.
• B.  All of the above, depending on the desired survey integration level and automation requirements.
• 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.

You're deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?

• A.  Configuring the rule to trigger automatic notifications and case creation for escalated calls.
• B.  All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.
• C.  Defining clear criteria for call escalation based on urgency and wait times.
• D.  Testing the escalation rule functionality with test calls and dummy scenarios before deployment.

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

• A.  Configuring SPF, DKIM, and DMARC authentication protocols to improve email deliverability reputation.
• B.  Monitoring email logs and delivery reports within Salesforce for identifying blocked or bounced emails.
• C.  Email testing services like Mail Tester and GlockApps for analyzing email content and predicting spam filter activation.

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

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

While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:
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Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time How should a consultant recommend implementing this requirement?

• A.  Create an Apex trigger to check agent holidays
• B.  Set up Support Holidays to specify holidays.
• C.  Create additional holiday rules in the SLAs