AP-226問題集、Salesforce実際の試験問題

質問 1

Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?

A. All of the above, depending on the platform integration complexity and desired downtime window.

B. Cutover deployment with a temporary system switch during scheduled maintenance time for minimal disruption.

C. Parallel deployment running both platforms simultaneously until full migration to the new system.

D. Phased deployment migrating agents and customer access in groups to minimize service interruption.

正解: A

解説: (PassTest メンバーにのみ表示されます)

質問 2

The customer requires secure access control for sensitive customer dat
a. Which data model element contributes to data security?

A. Implement third-party data encryption solutions for additional security layers.

B. Utilize custom fields to capture all types of customer information without access restrictions.

C. Configure field-level security to grant selective access to sensitive data based on user roles and permissions.

D. Store all customer data in one field without any segregation or access control mechanisms.

正解: C

解説: (PassTest メンバーにのみ表示されます)

質問 3

The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?

A. Field History Tracking

B. Reports & Dashboards

C. Einstein Discovery

D. Process Builder

正解: B

解説: (PassTest メンバーにのみ表示されます)

質問 4

I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.
Ursa Major Solar has implemented Service Cloud Voice. After using it for several months, the customer service manager notices that agents rarely create a note that summarizes what was discussed during a phone call.
This has made it difficult to get an overview of what happened on a case.
What should a consultant suggest to help resolve this challenge?

A. A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time

B. Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up

C. Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.

正解: C

解説: (PassTest メンバーにのみ表示されます)

質問 5

Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?

A. Developing custom Apex code for routing logic.

B. Implementing presence-based routing based on agent availability.

C. All of the above, working together for optimal Omni-Channel routing.

D. Configuring queues with specific skills and availability requirements.

正解: C

解説: (PassTest メンバーにのみ表示されます)

質問 6

Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

A. Conducting pre-migration security audits and vulnerability assessments of both platforms.

B. All of the above, contributing to a secure and controlled migration process with robust data protection.

C. Configuring data encryption for transferred information and user access with multi-factor authentication.

D. Establishing clear data ownership and access rights for users across the old and new platforms.

正解: B

解説: (PassTest メンバーにのみ表示されます)

質問 7

The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?

A. Trailhead

B. Release Notes

C. Premier Support

正解: C

解説: (PassTest メンバーにのみ表示されます)

質問 8

Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

A. Process Builder sequences initiating customer satisfaction surveys upon case closure and managing survey workflow.

B. Flow Builder with visual interface for designing and configuring survey forms and logic for collecting feedback after case closure.

C. All of the above, offering various options for triggering and managing customer satisfaction surveys within case management.

D. Einstein Feedback Surveys automatically sent based on case closure events and collecting customer feedback on their experience.

正解: C

解説: (PassTest メンバーにのみ表示されます)

質問 9

The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?

A. Establishing a support channel for reporting issues and troubleshooting technical problems.

B. Providing regular system updates and patches to address bugs and improve performance.

C. Conducting periodic user training sessions to familiarize users with new features and updates.

正解: C

解説: (PassTest メンバーにのみ表示されます)

質問 10

Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?

A. Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.

B. All of the above, offering various options for ensuring data quality and reliable metric interpretation.

C. Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.

D. Salesforce Data Loader for bulk data imports and basic field validation.

正解: B

解説: (PassTest メンバーにのみ表示されます)

質問 11

To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:
1. Omni-Channel Flow:
* This is the primary type used to route the conversation from the bot to the queue.
* The consultant can build a flow with a specific action to "Route Work Item."
* This action allows you to specify the target queue where the conversation will be directed.
2. Dialog: (Optional)
* While not required for basic transfers, dialogs can be used to
enhance the user experience during the transfer process.
* For example, the consultant can create a dialog that informs the
customer about the need to transfer the conversation to a live agent
and provides estimated wait times.
* Additionally, the dialog can collect any necessary information from the customer before transferring the case to the queue.
A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.
Which tool should the consultant use?

A. Salesforce REST API

B. Data Import Wizard

C. Data Loader

正解: C

解説: (PassTest メンバーにのみ表示されます)

質問 12

You need to set up email case creation. Which feature allows automatic case generation from incoming emails?

A. Workflow Rules with email field criteria triggering case creation.

B. Process Builder sequences defining steps for email parsing and case generation.

C. Email-to-Case enabled on the Case object with appropriate field mapping.

D. Einstein Bots configured to handle email inquiries and create cases if needed.

正解: C

解説: (PassTest メンバーにのみ表示されます)

Salesforce Contact Center Accredited Professional - AP-226 模擬練習