Salesforce AP-226 : Contact Center Accredited Professional

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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?

A) Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.
B) Einstein Search for intelligent article recommendations based on customer keywords and context.
C) Salesforce Knowledge articles with categorization and tagging for easy customer search.
D) All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.

2. The environments that should have a two-way deployment connection in
this scenario are Test Sandbox and Production Org.
Which requirement needs to be met to perform a quick deployment for
change sets or Metadata API components without testing the full
deployment?

A) Tests in the org or al local tests are run and Apex trigger have some coverage
B) Components have been validated successful for the target event within least
70 days
C) Each class and trigger that was deployed is covered by at least 75% jointly

3. Ursa Major Solar has recently completed testing of its upgrade to
Enhanced Digital Engagement channels. A consultant needs to now move
the WhatsApp number on the testing sandbox to production.
How should the consultant accomplish this?

A) Request a new number for the production org
B) Log a case with Salesforce Customer Support
C) Enter the existing number when creating the channel in production

4. Your KPIs include tracking customer satisfaction ratings for specific channels. Which feature facilitates this?

A) Custom Apex development for integrating third-party survey platforms into the Contact Center workflow.
B) Surveys triggered after case closure based on case closure rules or manual initiation.
C) Einstein Feedback Surveys automatically sent based on interaction events and collecting customer feedback.
D) All of the above, depending on the desired survey integration level and automation requirements.

5. Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?

A) All of the above, promoting operational efficiency and minimizing unnecessary resource usage.
B) Develop custom dashboards for detailed agent performance analysis and identify areas for improvement.
C) Implement automated case categorization and routing to optimize agent utilization.
D) Offer self-service options and chatbots to deflect simple inquiries and reduce call volume.

Solutions: