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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. 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 Case page layout to embed the Contact Details component on the Case page Pop action
C) Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact

2. You're deploying a new email channel integration for customer support. Which cut-over requirement helps maintain data accuracy and consistency?

A) All of the above, contributing to accurate data capture and seamless processing of email inquiries.
B) Configuring automated case creation and assignment based on specific keywords and email content.
C) Testing the email integration with various sample messages and scenarios before real-world deployment.
D) Implementing data validation rules for incoming email subject lines and customer information.

3. The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?

A) Reports & Dashboards
B) Field History Tracking
C) Einstein Discovery
D) Process Builder

4. The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?

A) Configure reports with filters to break down case resolution times by agent and case priority.
B) Develop custom fields and reports to categorize cases by product and track resolution times per category.
C) Implement custom dashboards with visualizations of overall case volume and agent performance.
D) Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.

5. Universal Containers (UC) has been working on a Digital Engagement
implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC's current environments are listed below.
* Production Org
* Test Sandbox
* Developer Sandbox
Which environments should have a two-way deployment connection in this
scenario

A) Developer Sandbox and Production
B) Test Sandbox and Developer Sandbox
C) Production Ong and Test Sandbox

Solutions: