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. While some of your suggestions aim to address Ursa Major Solar's need to accommodate new agents during peak season, they raise potential concerns and might not be the most optimal approach. Here's a breakdown:
Ursa Major Solar (UMS) is implementing Email-to-Case in its ...
Salesforce notaro which it has used in the past 2 years as its Case
Management system, to place is the party Email Channel provider. UMS is excited to learn about the artificial in capability in Einstein Case Classification and would like to prioritize the capturing the build as must-have After verifying the license, how should a consultant include the Einstein Case Classification capability in the same project?
Add two requirements to the backlog in the current release date
EmailMessage object to meet data requirements for Einstein formal Car
Cassium be up Einstein Case Classification.
Add the requirement to a future release since Einstein rends at least 400 the past 6 months to build the model in Email Channel Add the requirement in the current release as the customer are case records and because of the reed to prontice the manner Classification The most appropriate approach for incorporating Einstein Case Classification into the same project is to:
A) A Add two requirements to the backlog in the current release:
B) Ursa Major Solar has recently seen a big increase in case volume due to the launch of new product.
What should the company do to deflect cases?
Implement an internal knowledge base.
Implement a customer-facing knowledge base Implement a new channel in
SMS. Choose
While both implementing an internal knowledge base and implementing a
customer-facing knowledge base can help deflect cases, the most
impactful choice for Ursa Major Solar is:
Implementing a customer-facing knowledge base.
Ursa Major Solar decided to roll out Einstein Bots in all of the enhanced digital snipe channels for its retail customers, including Facebook Messenger, WhatsApp and Message for In-app and Web. The Salesforce administrators are not sure how many boss they sa and why.
Which recommendation should a consultant make to the Salesforce ..

A) Two bots. Fewer bots means less maintenance and the same can be p and
B) Three bots. One bot per channel will provide a chunne specific customer..
C) bot. The same Einstein Bot can be deployed to all Enhanced Digital ... that Sent Cloud supports

2. The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
Which Experience Cloud template should a consultant recommend

A) Help Center
B) Customer Service
C) Customer Account Portal

3. Your deployment involves migrating historical case dat
a. Which data preparation step helps maintain case history and audit trails accurately?

A) Transferring all available case data, including comments, attachments, and activity logs, during the migration process.
B) Testing case history access and audit trail functionality to verify accurate retrieval and display of historical information.
C) All of the above, contributing to a complete and accessible migration of historical case data with preserved context and audit trails.
D) Configuring the new system to preserve chronological order and timestamps associated with historical case events.

4. The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

A) All of the above, combined for a comprehensive view of customer satisfaction.
B) Implement customer satisfaction surveys after interactions and analyze sentiment analysis.
C) Monitor agent performance against resolution time and escalation benchmarks.
D) Track average call handle time and first-contact resolution rate.

5. Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?

A) Workflow Rules automatically triggering deduplication logic based on specific data fields.
B) Data Import Wizard with duplicate prevention settings during bulk data importing.
C) Matching rules defining criteria for identifying and merging duplicate records.
D) All of the above, working together to prevent duplicate records and ensure data integrity after migration.

Solutions: