Free Salesforce AP-226 Exam Dumps Questions & Answers

Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?

• A.  Matching rules defining criteria for identifying and merging duplicate records.
• B.  Data Import Wizard with duplicate prevention settings during bulk data importing.
• C.  Workflow Rules automatically triggering deduplication logic based on specific data fields.
• D.  All of the above, working together to prevent duplicate records and ensure data integrity after migration.

The most suitable set of solutions for the client's requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.
A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company's main strategy is to enhance customer satisfaction and loyalty while streamlining costs.
Which set of key performance indicators (KPIs) should the consultant
prioritize to measure the success of the Contact Center implementation?

• A.  Average handling time, number of calls answered, customer satisfaction sure and employer training time
• B.  Revenue growth, number of repeat customers, net promoter score, and employment
• C.  A Average response time, cost per call deflection rate, and employee training time

Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?

• A.  Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
• B.  All of the above, working together for dynamic case assignment and escalation based on context and urgency.
• C.  Case Assignment Rules using predefined criteria to direct cases to specific queues or agents.
• D.  Process Builder sequences triggering automated case creation and assignment based on data triggers.

Your scenario involves transitioning to a new self-service portal for customers. Which cut-over requirement helps ensure successful user adoption and engagement?

• A.  Conducting user testing and gathering feedback on the portal's usability and accessibility.
• B.  Implementing robust search functionalities and user-friendly navigation within the new self-service portal.
• C.  Launching awareness campaigns and providing clear guidance on how to use the new self-service portal.
• D.  All of the above, contributing to a positive user experience and encouraging customer adoption of the new portal.

Validating email functionality involves testing delivery and content accuracy. Which tool helps with email address verification?

• A.  Einstein Validation Service for real-time email address verification during data entry.
• B.  Data Loader functionality for bulk email address validation against external databases.
• C.  Salesforce Reports with filters to identify cases with invalid email addresses.
• D.  Salesforce Sandbox environment for sending test emails and verifying recipient details.