Free Salesforce AP-226 Exam Dumps Questions & Answers

Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

• A.All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience.
• B.Quality assurance reviews by internal teams or external testing services to validate content accuracy.
• C.Salesforce Reports with filters for user searches and article views to assess popularity and engagement.
• D.User feedback surveys and rating systems on Knowledge articles to gather direct customer input.

(a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.

• A.All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.
• B.Analyzing system logs and report execution history to identify any errors or missing data within generated reports.
• C.All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.
• D.Reviewing report builder configurations and data source connections to ensure alignment with defined reporting requirements.

The marketing team wants to track the impact of social media campaigns on Contact Center volume. How can you measure this?

• A.Integrate social media platform data with Salesforce for customer journey analysis.
• B.Analyze call origin information and identify calls originating from social media campaigns.
• C.Deploy sentiment analysis on customer interactions to gauge campaign reception.
• D.Monitor case mentions of specific campaign keywords and track resolution times.

The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?

• A.First Contact Resolution (FCR) Rate
• B.Customer Effort Score (CES)
• C.Agent Average AHT
• D.Number of Escalated Cases

You're deploying a new SMS channel for customer updates and notifications. Which cut-over requirement helps prevent message delivery failures and ensure customer reach?

• A.Validating customer phone numbers and carrier compatibility before activating the SMS channel.
• B.All of the above, contributing to reliable and effective SMS communication with customers.
• C.Implementing message throttling and rate limiting to prevent overwhelming customers with SMS alerts.
• D.Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications.