Question 1

You need to validate data migration accuracy and completeness. Which tool assists with this process?

Options :

A : Salesforce Reports and Dashboards providing data comparisons between legacy and Salesforce systems.

B : Data Compare tools like Informatica PowerCenter analyzing record discrepancies and data integrity.

C : Validation Rules on key fields within Salesforce ensuring data adherence to defined formats and constraints.

D : All of the above, offering various methods for comparing and verifying data accuracy after migration.

Answer: D

Question 2

The company aims to reduce operational costs. Which KPI is most relevant to track their progress?

Options :

A : Customer Acquisition Cost (CAC)

B : Agent Resolution Rate

C : Average Cost per Case (CPAC)

D : Employee Turnover Rate

Answer: C

Question 3

While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the mostsuitable recommendation for Ursa Major Solar based on the given scenario is:Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer forsimilar questions.Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additionalrequirement when the contact center is closed for a holiday to not apply escalation rules or milestones duringthis timeHow should a consultant recommend implementing this requirement?

Options :

A : Set up Support Holidays to specify holidays.

B : Create an Apex trigger to check agent holidays

C : Create additional holiday rules in the SLAs

Answer: A

Question 4

The release plan includes automated regression testing. What is the primary benefit of this approach?

Options :

A : Identifying new functionalities and features introduced during development.

B : Ensuring existing functionalities and integrations continue to function properly after updates.

C : Reducing manual testing efforts and streamlining the release process.

D : All of the above, offering comprehensive validation and optimizing release efficiency.

Answer: D

Question 5

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

Options :

A : Track average call handle time and first-contact resolution rate.

B : Implement customer satisfaction surveys after interactions and analyze sentiment analysis.

C : Monitor agent performance against resolution time and escalation benchmarks.

D : All of the above, combined for a comprehensive view of customer satisfaction.

Answer: D

Higher Test Marks with Free Online AP-226 Exam Practice

Buying Options: