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

You need to validate automated case escalation. Which tool helps monitor and assess this process?

Options :

A :

Monitoring Escalation History related list within case records to track escalation triggers and actions taken.

B : Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.

C : Supervisor Console providing insights into case status, queue information, and escalation triggers.

D :

All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.

Answer: D

Question 3

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 and Case Hierarchy, with

careful consideration of Chatter's limitations:

A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.

Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

Options :

A : Average Cases per Agent

B : Average Resolution Time

C : Average Handle Time

Answer: C

Question 4

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 consultant to utilize Continuous

Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not

familiar with it and are questioning the benefits it yields.

What should the consultant outline as the advantage of a Cl process to the

customer?

Options :

A : Organizes source development into package directories

B : Ensures application quality before any corrupt change can get into the Source..

C : Creates and deletes package versions in each testing environment

Answer: B

Question 5

You‘re deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?

Options :

A : Configuring the rule to trigger automatic notifications and case creation for escalated calls.

B : Testing the escalation rule functionality with test calls and dummy scenarios before deployment.

C : Defining clear criteria for call escalation based on urgency and wait times.

D :

All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.

Answer: D

Confidently Practice Online with Free AP-226 Exam Cram

Buying Options: