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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

Universal Containers (UC) has a service report requirement to provide a snapshot of customers, including the service products they are using, case reason, and priority, Which dashboard in Service Analytics should UC use? Sidebar-By

A. Account Profile
B. Customer
C. Open Cases

Question 2

Your design outlines automated case escalation based on criteri
a. Which tool facilitates rule-based escalation?

A. Custom Apex code defining escalation logic and actions.
B. Both (b) and (c), offering flexible options for automated case escalation based on rules.
C. Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria.
D. Escalation Rules with conditions based on case priority, time to resolution, and other metrics.

Question 3

Your project requires migrating custom objects and their associated dat a. Which data preparation step helps maintain field-level validation rules and triggers?

A. Manually reviewing and verifying the accuracy and functionality of imported validation rules and triggers after data migration.
B. All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects.
C. Exporting custom objects and data along with associated validation rules and trigger definitions for import into the new system.
D. Configuring the new system to automatically recognize and apply existing field-level validation rules and triggers during data migration.

Question 4

Your legacy system stores customer data in different formats. Which tool helps assess data readiness for migration?

A. Custom Apex code scripts developed to assess and clean legacy data for migration.
B. Data Migration Assistant (DMA) tool for analyzing data format and compatibility.
C. Salesforce Data Loader for bulk data imports and mapping.
D. Data Quality Rules within Salesforce highlighting inconsistencies and missing information.

Question 5

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

A. Manually submitting test data through the web form and verifying case creation in Salesforce.
B. All of the above, offering complementary perspectives on web form functionality and potential challenges.
C. Monitoring web server logs for form access and error messages to identify technical issues.
D. Reviewing form configuration settings and field mappings within Salesforce.

Solutions: