Free Salesforce AP-226 Exam Questions

You‘re validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

The customer wants to personalize customer interactions based on past interactions and preferences. Which data model element facilitates this?

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 ContinuousIntegration (Cl) during its Contact Center implementation project. However, some of the stakeholders are notfamiliar with it and are questioning the benefits it yields.What should the consultant outline as the advantage of a Cl process to thecustomer?

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?

The company‘s primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?