Exam Name: Contact Center Accredited Professional
Certification Provider: Salesforce
Corresponding Certification: Accredited Professional Certification
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AP-226 PDF Practice Q&A's
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- Total Questions: 209
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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Build & Configure | 35% | - Configure reporting, dashboards, and analytics - Set up Omni-Channel and routing rules - Implement Service Cloud Voice and telephony integration - Configure Service Cloud and Contact Center features |
| Deploy & Optimize | 10% | - Perform testing and validation - Monitor performance and optimize operations - Plan deployment and change management |
| Design | 35% | - Design self-service and knowledge base integration - Plan voice and digital engagement implementation - Design omni-channel routing and assignment logic - Plan agent workspace and user experience |
| Discovery | 20% | - Understand contact center business requirements and goals - Map customer journeys and interaction channels - Identify success metrics and KPIs |
Salesforce Contact Center Accredited Professional Sample Questions:
Your bot design includes handoff to live agents for complex inquiries. Which feature facilitates this seamless transition?
- A. Escalation Rules automatically transferring chat sessions to agents based on defined criteria.
- B. All of the above, providing various options for smooth and informed handoff from bot to agent interactions.
- C. Contextual handoff functionality preserving chat history and customer information for the agent.
- D. Supervisor Console allowing supervisors to manually transfer chat sessions to specific agents.
Correct Answer: B 🗳️
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You need to validate data migration accuracy and completeness. Which tool assists with this process?
- A. All of the above, offering various methods for comparing and verifying data accuracy after migration.
- B. Salesforce Reports and Dashboards providing data comparisons between legacy and Salesforce systems.
- C. Data Compare tools like Informatica PowerCenter analyzing record discrepancies and data integrity.
- D. Validation Rules on key fields within Salesforce ensuring data adherence to defined formats and constraints.
Correct Answer: A 🗳️
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The customer prioritizes cost optimization and efficient resource allocation. Which design aspect contributes to this?
- A. Develop extensive custom functionalities with high implementation and maintenance costs.
- B. Leverage standard Salesforce features and pre-built functionalities to avoid custom development.
- C. Implement resource-intensive automations without considering their impact on operational cost.
- D. Optimize agent schedules and routing based on real-time call volume and workload.
Correct Answer: B 🗳️
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The customer requests integrations with existing CRM and marketing automation systems. Which approach promotes data integrity and maintainability?
- A. Implement point-to-point integrations with each system, requiring ongoing customization and management.
- B. Avoid integrations altogether and maintain separate data environments for different functionalities.
- C. Develop custom code for each integration, creating independent data silos and complex maintenance needs.
- D. Utilize pre-built Salesforce connectors and APIs for seamless data exchange with external systems.
Correct Answer: D 🗳️
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The marketing team wants to track the impact of social media campaigns on Contact Center volume. How can you measure this?
- A. Monitor case mentions of specific campaign keywords and track resolution times.
- B. Deploy sentiment analysis on customer interactions to gauge campaign reception.
- C. Analyze call origin information and identify calls originating from social media campaigns.
- D. Integrate social media platform data with Salesforce for customer journey analysis.
Correct Answer: D 🗳️
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