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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

You're deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?

A. All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.
B. Defining clear criteria for call escalation based on urgency and wait times.
C. Configuring the rule to trigger automatic notifications and case creation for escalated calls.
D. Testing the escalation rule functionality with test calls and dummy scenarios before deployment.

Question 2

Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

A. Einstein Feedback Surveys automatically sent based on case closure events and collecting customer feedback on their experience.
B. Process Builder sequences initiating customer satisfaction surveys upon case closure and managing survey workflow.
C. Flow Builder with visual interface for designing and configuring survey forms and logic for collecting feedback after case closure.
D. All of the above, offering various options for triggering and managing customer satisfaction surveys within case management.

Question 3

Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.
How should a consultant implement these requirements?
Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.
Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.
Which recommendation should the consultant make to improve this?

A. Hire more service agents in peak season and meet customer needs on
demand
B. Implement an SMS Digital Channel and redirect customers from phone.
C. Implement Email-to-Case and redirect customers from phone to email

Question 4

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 5

The customer wants to track metrics across different case types and channels. Which reporting element helps with data standardization and analysis?

A. Develop custom reports with unique data models for each case type and channel.
B. Implement separate dashboards for each channel and case type with customized metrics.
C. Employ third-party analytics tools with independent data structures and visualizations.
D. Utilize standard case fields and reporting tools to categorize and analyze data across the board.

Solutions: