Salesforce AP-226 Questions & Answers - in .pdf
- Vendor: Salesforce
- Exam Code: AP-226
- Exam Name: Contact Center Accredited Professional
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- Vendor: Salesforce
- Exam Code: AP-226
- Exam Name: Contact Center Accredited Professional
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Salesforce AP-226 Exam Overview:
| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Contact Center Accredited Professional |
| Exam Number: | AP-226 |
| Real Exam Qty: | 60 |
| Exam Price: | $150 USD |
| Available Languages: | English |
| Certificate Validity Period: | No official expiration announced |
| Related Certifications: | Salesforce Accredited Professional Exams Certification |
| Exam Duration: | 75 minutes |
| Exam Format: | Multiple Choice, Scenario-based |
| Passing Score: | 66% |
| Sample Questions: | Salesforce AP-226 Sample Questions |
| Exam Way: | Online proctored or test center delivery through Kryterion Webassessor / Pearson VUE. |
| Pre Condition: | Recommended experience with Salesforce Service Cloud, Contact Center solutions, Digital Engagement, Omni-Channel, and related Salesforce technologies. |
| Official Syllabus URL: | https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226 |
Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implement | 41% | - Communication Channels
|
| Discovery | 20% | - Customer Use Cases and Stakeholders
|
| Design | 29% | - Solution Design
|
| Deploy | 10% | - Deployment Planning
|
Salesforce Contact Center Accredited Professional Sample Questions:
Question 1
The required configurations for the client's requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to the contact center, which contain many PDF files, In general, the email communication back and forth with the customer is high. They do not want to duplicate the PDFs every time a new email's received in the same email thread.
When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.
How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?
A. Custom file storage solution
B. Attachments
C. Salesforce Files
Question 2
The most suitable set of solutions for the client's requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.
A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company's main strategy is to enhance customer satisfaction and loyalty while streamlining costs.
Which set of key performance indicators (KPIs) should the consultant
prioritize to measure the success of the Contact Center implementation?
A. A Average response time, cost per call deflection rate, and employee training time
B. Average handling time, number of calls answered, customer satisfaction sure and employer training time
C. Revenue growth, number of repeat customers, net promoter score, and employment
Question 3
The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?
A. Encrypt customer data at rest and in transit to protect against unauthorized access.
B. Implement multi-factor authentication (MFA) for secure agent logins and access.
C. Configure field-level security to restrict access to sensitive data based on user roles.
D. Regularly conduct security audits and vulnerability assessments to identify potential risks.
Question 4
The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system to Salesforce.
A consultant has noticed that agents always open the contact record first when they are routed a new Email-to-Case before they do anything else What should the consultant set up to make this more efficient for agents?
A. Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen
B. Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact
C. Edit the Case page layout to embed the Contact Details component on the Case page Pop action
Question 5
The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this?
A. Einstein Discovery
B. Reports & Dashboards
C. Analytics Cloud
D. Einstein Bots
Solutions:
| Question 1 Answer: C | Question 2 Answer: B | Question 3 Answer: C | Question 4 Answer: B | Question 5 Answer: B |
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