Salesforce AP-226 Certification Exam Sample Questions

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Salesforce AP-226 Sample Questions:

 

01. An appliance manufacturer's legacy help desk holds ten years of cases. Discovery found the same customer recorded as several contacts with different spellings, and reps say they only ever consult the most recent two years of closed history.
Which two decisions should shape the data migration strategy?
(Choose 2 answers.)
a) Load the legacy contacts as they are and let reps merge duplicates after go-live
b) Cleanse and de-duplicate the contact data before any load
c) Migrate closed history selectively, scoped to what reps will use
d) Move the case history to production in a change set after UAT
 
02. A media company must upgrade two standard messaging channels to enhanced: a WhatsApp channel used by most of its customers and a Facebook Messenger channel used by a few. Reps work both. The release plan has to limit the impact if something goes wrong during an upgrade.
How should the plan sequence the upgrades?
a) Upgrade the smaller Messenger channel first
b) Upgrade WhatsApp first, since most customers use it and benefit soonest
c) Upgrade both channels together in one window so reps learn one change
d) Upgrade WhatsApp during peak hours so problems surface quickly
 
03. An appliance maker still runs Classic Knowledge and plans to move to Lightning Knowledge as part of its Service Cloud project. The consultant is interviewing the knowledge manager who owns the article library.
Which input from the knowledge manager most affects the migration plan?
a) Which data categories customers browse on the help site
b) Which reps rate articles most often in the console
c) The fonts and branding used on the help site's article pages
d) How many article types exist today
 
04. A streaming-media company switched its org to Enhanced Omni-Channel at go-live. A routing defect led the team to switch the org back to Standard Omni-Channel overnight. Before reopening, the deployment must meet two requirements: reps receive work in the Omni-Channel widget, and supervisors see current queue and rep data in Omni Supervisor. Morning tests fail on both.
What must happen before the team re-runs the validation?
a) Redeploy the queues, routing configurations and presence statuses from the sandbox
b) Raise each rep's capacity in the presence configuration so the widget will accept work again
c) Reps log out, clear cache and log in again while supervisors refresh
d) Switch the org to Enhanced Omni-Channel again, with reps online, so their widgets reload
 
05. A home insurer is reviewing its design for the next three years of growth. Its Einstein Bot is expected to grow from a few dozen intents to several hundred, and its reps, who share one presence configuration, will add chats and calls to their email cases as new channels launch.
Which two design rules should the review apply?
(Choose 2 answers.)
a) Move to a hierarchical classification of intents as the intent count grows very large
b) Keep adding intents to one flat intent model however large it grows
c) Store each rep's capacity on their own user record so it can change as channels are added
d) Set the shared capacity as a percentage or in work units on the presence configuration
 
06. An equipment-rental company uses divisions to separate its North America and Europe data. Its migration file holds 60,000 historical cases, and about 4,000 of them were logged by phone with an account but no contact, although every one of those customers has a contact in the migration file. Every case must land in its customer's division.
What must the consultant do to prepare these 4,000 cases for the load?
a) Relate each case to its customer's migrated contact before loading
b) Leave them without a contact, since each case keeps the division of the user who loads it
c) Import them through the Data Import Wizard's division mapping
d) Relate them to their accounts only, since a case takes the division of its account
 
07. A national charity runs Email-to-Case for donor support, and its auto-response rule acknowledges every incoming email. During appeal weeks the team also sends a high volume of outbound email from Salesforce, and the admin worries the acknowledgments will use up the org's daily allowance for outbound email.
What should the consultant tell the admin?
a) Turn off the auto-response rule during appeal weeks to protect the allowance
b) Disable Email-to-Case for appeal weeks and re-enable it afterwards
c) Send the acknowledgments from a different org-wide address to split the allowance
d) Auto-response emails don't count toward that daily limit
 
08. Reps at a car-rental company already accept routed sessions on its enhanced SMS channel. Two new requirements arrive: reps must be able to text a customer first about a damaged-vehicle claim, and they must be able to hand a session to a flow that collects the rental agreement number.
Which two permissions should the consultant add to the reps' messaging permission set?
(Choose 2 answers.)
a) Run Flows
b) Manage Macros Users Can't Undo
c) Initiate Messaging Sessions
d) Edit access on service resources
 
09. A camera brand's help site offers the Contact Support form with Case Deflection and an Ask button for community questions. Leadership's deflection KPI must also count members who drop a question after seeing suggested answers, not only customers who stop creating a case.
What should the consultant confirm about how deflection is recorded?
a) Only the Contact Support form records deflection, so Ask questions must be counted by hand
b) Ask questions count as deflected once a rep closes them in the console
c) Deflection counts come from article view counts
d) Answers to the Ask component's prompt feed deflection metrics too
 
10. A logistics company's Service Cloud project has four admins building Omni-Channel flows, queues and Einstein Bot changes in separate sandboxes. In the last release two changes overwrote each other, and nobody could say which version reached production. The IT Project Manager wants every change tracked in source control and promoted through integration, UAT and production in order.
Which deployment approach should the consultant recommend?
a) Outbound change sets from each admin's sandbox, which production accepts one after another
b) DevOps Center, which records each change in source control and promotes it to the next stage's org
c) A managed package that bundles each release for installation in production
d) Data Loader exports of the flows and queues, imported stage by stage

Answers:

Question: 01
Answer: b, c		 Question: 02
Answer: a		 Question: 03
Answer: d		 Question: 04
Answer: c		 Question: 05
Answer: a, d
Question: 06
Answer: a		 Question: 07
Answer: d		 Question: 08
Answer: a, c		 Question: 09
Answer: d		 Question: 10
Answer: b

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