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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?

A. SMS Messaging
B. Messaging for In-App
C. Facebook Messenger

Question 2

Your design outlines automated case escalation based on criteri
a. Which tool facilitates rule-based escalation?

A. Custom Apex code defining escalation logic and actions.
B. Escalation Rules with conditions based on case priority, time to resolution, and other metrics.
C. Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria.
D. Both (b) and (c), offering flexible options for automated case escalation based on rules.

Question 3

You need to validate call recording functionality. Which Salesforce tool assists with this?

A. Utilizing the Call History related list on Case records to access and play recordings.
B. Monitoring call logs and reports within Salesforce for recorded call availability.
C. All of the above, providing various options for accessing, playing, and reviewing call recordings.
D. Configuring Voice Call Transcripts to generate automatic text summaries of recorded calls.

Question 4

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. Revenue growth, number of repeat customers, net promoter score, and employment
B. A Average response time, cost per call deflection rate, and employee training time
C. Average handling time, number of calls answered, customer satisfaction sure and employer training time

Question 5

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

Solutions: