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質問 1：
The customer desires seamless integration with their existing CRM system. Which functionality bridges this gap?
A. Apex Code Development
B. Data Import Wizard
C. Partner Integrations
D. Einstein Analytics
正解：C
解説: (Pass4Test メンバーにのみ表示されます)
質問 2：
Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
How should an administrator provision the phone number to support this
functionality?
A. Provision a short code phone number at least 8 weeks before golive
B. Provision a toll free phone number at least 8 weeks before golive
C. Provision a long code phone number on least 2 weeks before golive
正解：C
解説: (Pass4Test メンバーにのみ表示されます)
質問 3：
The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?
A. Utilize Omni-Channel Routing to unify case routing and agent availability across channels.
B. Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.
C. Implement the Customer Community for forum discussions and support ticket submission.
D. Configure a Knowledge Base with searchable articles andFAQs for self-service options.
正解：A
解説: (Pass4Test メンバーにのみ表示されます)
質問 4：
You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?
A. All of the above, providing options for diverse bot functionalities and integration flexibility.
B. Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
C. Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
D. Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.
正解：A
質問 5：
Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?
A. Salesforce Social Studio for managing social media engagement and customer inquiries.
B. Omni-Channel routing rules directing social media messages to qualified agents based on content and context.
C. All of the above, enabling seamless integration and routing of social media interactions within the Contact Center.
D. Flow Builder with social media connectors for creating automated processes in response to social interactions.
正解：C
解説: (Pass4Test メンバーにのみ表示されます)
質問 6：
Your bot design includes handoff to live agents for complex inquiries. Which feature facilitates this seamless transition?
A. All of the above, providing various options for smooth and informed handoff from bot to agent interactions.
B. Escalation Rules automatically transferring chat sessions to agents based on defined criteria.
C. Supervisor Console allowing supervisors to manually transfer chat sessions to specific agents.
D. Contextual handoff functionality preserving chat history and customer information for the agent.
正解：A
解説: (Pass4Test メンバーにのみ表示されます)
質問 7：
The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?
A. Implement multi-factor authentication (MFA) for secure agent logins and access.
B. Encrypt customer data at rest and in transit to protect against unauthorized access.
C. Regularly conduct security audits and vulnerability assessments to identify potential risks.
D. Configure field-level security to restrict access to sensitive data based on user roles.
正解：D
解説: (Pass4Test メンバーにのみ表示されます)
質問 8：
Your data migration plan involves staged rollouts for different user groups. Which data preparation step facilitates this approach?
A. Configuring role-based access controls within the new system to ensure data access aligns with user group assignments.
B. All of the above, contributing to a controlled and efficient data migration process with minimal disruption to different user groups.
C. Dividing customer data into separate subsets based on user groups for targeted and phased migration.
D. Testing data migration functionalities with pilot groups to identify and address any issues before broader rollout.
正解：B
解説: (Pass4Test メンバーにのみ表示されます)
質問 9：
You need to deploy a new case routing algorithm based on AI. Which deployment process provides the safest and most controlled approach?
A. Full sandbox deployment for comprehensive testing before migrating to production.
B. Production deployment directly to all users simultaneously, with immediate effect.
C. Pilot deployment involving a small user group for testing and feedback before broader rollout.
D. All of the above, depending on the complexity and potential impact of the new algorithm.
正解：C
解説: (Pass4Test メンバーにのみ表示されます)
The customer desires seamless integration with their existing CRM system. Which functionality bridges this gap?
A. Apex Code Development
B. Data Import Wizard
C. Partner Integrations
D. Einstein Analytics
正解：C
解説: (Pass4Test メンバーにのみ表示されます)
質問 2：
Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
How should an administrator provision the phone number to support this
functionality?
A. Provision a short code phone number at least 8 weeks before golive
B. Provision a toll free phone number at least 8 weeks before golive
C. Provision a long code phone number on least 2 weeks before golive
正解：C
解説: (Pass4Test メンバーにのみ表示されます)
質問 3：
The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?
A. Utilize Omni-Channel Routing to unify case routing and agent availability across channels.
B. Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.
C. Implement the Customer Community for forum discussions and support ticket submission.
D. Configure a Knowledge Base with searchable articles andFAQs for self-service options.
正解：A
解説: (Pass4Test メンバーにのみ表示されます)
質問 4：
You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?
A. All of the above, providing options for diverse bot functionalities and integration flexibility.
B. Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
C. Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
D. Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.
正解：A
質問 5：
Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?
A. Salesforce Social Studio for managing social media engagement and customer inquiries.
B. Omni-Channel routing rules directing social media messages to qualified agents based on content and context.
C. All of the above, enabling seamless integration and routing of social media interactions within the Contact Center.
D. Flow Builder with social media connectors for creating automated processes in response to social interactions.
正解：C
解説: (Pass4Test メンバーにのみ表示されます)
質問 6：
Your bot design includes handoff to live agents for complex inquiries. Which feature facilitates this seamless transition?
A. All of the above, providing various options for smooth and informed handoff from bot to agent interactions.
B. Escalation Rules automatically transferring chat sessions to agents based on defined criteria.
C. Supervisor Console allowing supervisors to manually transfer chat sessions to specific agents.
D. Contextual handoff functionality preserving chat history and customer information for the agent.
正解：A
解説: (Pass4Test メンバーにのみ表示されます)
質問 7：
The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?
A. Implement multi-factor authentication (MFA) for secure agent logins and access.
B. Encrypt customer data at rest and in transit to protect against unauthorized access.
C. Regularly conduct security audits and vulnerability assessments to identify potential risks.
D. Configure field-level security to restrict access to sensitive data based on user roles.
正解：D
解説: (Pass4Test メンバーにのみ表示されます)
質問 8：
Your data migration plan involves staged rollouts for different user groups. Which data preparation step facilitates this approach?
A. Configuring role-based access controls within the new system to ensure data access aligns with user group assignments.
B. All of the above, contributing to a controlled and efficient data migration process with minimal disruption to different user groups.
C. Dividing customer data into separate subsets based on user groups for targeted and phased migration.
D. Testing data migration functionalities with pilot groups to identify and address any issues before broader rollout.
正解：B
解説: (Pass4Test メンバーにのみ表示されます)
質問 9：
You need to deploy a new case routing algorithm based on AI. Which deployment process provides the safest and most controlled approach?
A. Full sandbox deployment for comprehensive testing before migrating to production.
B. Production deployment directly to all users simultaneously, with immediate effect.
C. Pilot deployment involving a small user group for testing and feedback before broader rollout.
D. All of the above, depending on the complexity and potential impact of the new algorithm.
正解：C
解説: (Pass4Test メンバーにのみ表示されます)
别府** -
AP-226問題の解説部分でも語句説明が丁寧なのでインプットもしやすい点も良いと思います。身近なところから順番に学習できるようになっている点も良い点です。