AP-226 Exam Questions

Ursa Major Solar has recently completed testing of its upgrade to Enhanced Digital Engagement channels. A consultant needs to now move the WhatsApp number on the testing sandbox to...

The correct answer is Provision a long code phone number at least 2weeks before go-live. Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three...

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. Wh...

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 dashb...

The best dashboard in Service Analytics for UC's service report requirement is Sidebar-By Customer. contains 50 object references. Which steps should UC take to achieve this?

The correct steps for UC to create a service report with 50 object references are A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound convers...

The consultant needs to specify the Inbound Flow Action in the channel the Enhanced Bot. During a workshop, management at a company explains that its contact center has specific te...

The consultant should recommend the company utilize Flow Settings in Email-to-Case to meet their requirements. A customer service manager wants to implement a process where a case...

The desired process of reassigning cases to a higher support tier when SLA timelines are breached. Ursa Major Solar needs to protect customers' private information, such as social...

The most suitable Service Cloud Voice feature for Ursa Major Solar to protect customer information during phone interactions is: Pause/Resume Call Recording A client requires that...

The required configurations for the client's requirements are: Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active, and Business Hours added to the Embedd...

To comply with the "Eliminate duplicate email attachments" setting while processing PDFs in a high- volume email environment, the consultant should consider this approach: Universa...

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 criteri...

The reason why the work that was already in the queue is not being pushed to agents is: The "Apply to existing records in queue" option was not selected. At Ursa Major Solar, custo...

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 scenar...

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...

Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent...

The consultant should suggest UMS configure its Experience Cloud site to support the desired chat routing using the following approach: Pass in the User ID field as a hidden pre-ch...

The best practice that the consultant should observe when configuring case escalation rules is: gets evaluated. Which routing type does a consultant need to use to facilitate a tra...

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...

The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system to Salesforce. A consultant has noticed that agents always open the contact record...

The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' work...

The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approa...

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 Respon...

While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here ar...

Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project: Ursa Major Solar (UMS) has high daily call volu...

Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is: 1. Service Cloud Voice: ●Streamlines inbo...

I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication d...

Based on the scenario and considering regulatory limitations, the most suitable messaging channel for Ursa Major Solar (UMS) to proactively initiate conversations with previous con...

To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments...

The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT). Ursa Major Solar is advised by a consult...

While the stakeholders might not be familiar with the term "Continuous Integration," outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily co...

While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar's goal of connecting customers with subject-matter experts (SMEs) for real-time, detai...

For supervisors within a Service Cloud Voice environment using Amazon Connect, the ideal tools to track key performance indicators (KPIs) like calls answered, average handle time,...

The most suitable functionality to automatically assign cases to an account's dedicated service agent, thereby improving service level quality, is Case Assignment Rules. Here's why...

A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during bu...

The best set of functionalities for the client's needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specifi...

Where should the consultant point the agent to access the all transcript?

The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console. Ursa Major Solar's Contact C...

Based on Ursa Major Solar's goals of strengthening loyalty, increasing case deflection, and improving customer retention, the most suitable Experience Cloud template is the Custome...

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 Soci...

While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas...

While some of your suggestions aim to address Ursa Major Solar's need to accommodate new agents during peak season, they raise potential concerns and might not be the most optimal...

Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conver...

To ensure a successful digital transformation with a multi-channel strategy, engaging the right stakeholders during the discovery phase is crucial. Here's the breakdown of the opti...

A project sponsor has informed a consultant that customer satisfaction is their top.. Which Contact Center metric should the consultant prioritize improving?

Which standard field options should a consultant recommended form for In-App Messaging?