Online Access Free AP-226 Practice Test

Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?

• A.Providing prominent access points to the new knowledge base across various customer-facing channels.
• B.Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.
• C.All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.
• D.Integrating knowledge base articles within relevant chat conversations and case workflows.

You're deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?

• A.Providing agents with readily available customer context and browsing history within the chat interface.
• B.All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.
• C.Configuring clear opt-out options for customers within the chat window and on website landing pages.
• D.Defining precise triggers for proactive chat engagement based on website visitor behavior and context.

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 volumes. UMS wants to improve the speed and efficiency of its call handling.
Which set of features/capabilities will help UMS achieve this?

• A.Service Cloud Voice, Omni-Channel, Service Console
• B.Case Classification, Omni-Channel, Einstein Bots
• C.Service Cloud Voice, Feedback Management, Einstein Boss

The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

• A.All of the above, combined for a comprehensive view of customer satisfaction.
• B.Implement customer satisfaction surveys after interactions and analyze sentiment analysis.
• C.Track average call handle time and first-contact resolution rate.
• D.Monitor agent performance against resolution time and escalation benchmarks.

Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data What does a consultant need to keep in mind while using data loader?

• A.Automated processes are executed by default
• B.Only Apex triggers are executed
• C.Automated processes are not executed