Salesforce AP-226 Value Pack (Frequently Bought Together)

The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?

• A. Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object
• B. Create a flow that references the custom object.
• C. The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the

Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?

• A. Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.
• B. Documenting API configurations and connection details for external integrations after successful migration and testing.
• C. All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.
• D. Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.

Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is:
1. Service Cloud Voice:
* Streamlines inbound and outbound calling within Salesforce,
eliminating context switching and improving agent productivity.
* Offers features like call recording, transcription, and click-to-dial for faster call handling.
2. Omni-Channel:
* Intelligently routes calls to the most qualified agents based on skills, availability, and workload, ensuring faster issue resolution.
* Provides real-time insights into agent performance and call metrics
for effective management.
3. Einstein Bots:
* Handles simple inquiries and FAQs, deflecting calls from agents and
reducing queue wait times.
* Can handle tasks like scheduling appointments, providing basic
account information, or collecting initial issue details, freeing up
agents for complex issues.
During a design workshop, Ursa Major Solar (UMS) indicates to a
consultant that many cases around the same topic, which is usually an
outage. Currently the customer service agents need to respond to each and every case separately, which takes a line amount of time. They would like to be able to collect these cases together and y message that would be received by all customers.
Which incident management feature should the consultant recommend
UMS the direct communication with customers?

• A. Broadcast Alert
• B. Broadcast Email
• C. Broadcast Site Banner

Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?

• A. Providing comprehensive training on the dashboard features and metrics for agents.
• B. Customizing the dashboard layout and visualizations to align with agent preferences and needs.
• C. All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.
• D. Making the dashboard easily accessible and readily available within the agent interface.

Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?

• A. Parallel deployment running both platforms simultaneously until full migration to the new system.
• B. Phased deployment migrating agents and customer access in groups to minimize service interruption.
• C. All of the above, depending on the platform integration complexity and desired downtime window.
• D. Cutover deployment with a temporary system switch during scheduled maintenance time for minimal disruption.