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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:
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Reference: https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226
Salesforce Contact Center Accredited Professional Sample Questions:
You're deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?
- A. All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.
- B. Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.
- C. Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.
- D. Training agents on using the social media listening tool to effectively engage with customers and address concerns.
Correct Answer: A 🗳️
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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. Messaging for In-App
- B. SMS Messaging
- C. Facebook Messenger
Correct Answer: A,B,C 🗳️
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Where should the consultant point the agent to access the all transcript?
- A. Amazon Connect Dashboard
- B. Caller Contact record in Salesforce
- C. conversation Component in Service Console
Correct Answer: C 🗳️
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You're preparing historical call recordings for migration. Which step helps improve audio quality and accessibility for playback within the new system?
- A. Converting call recordings to a supported audio format compatible with the new Contact Center platform.
- B. Optimizing audio file size while maintaining optimal sound quality for clear playback and analysis.
- C. Implementing speech-to-text conversion for call recordings and making transcripts available alongside audio files.
- D. All of the above, contributing to improved accessibility and analysis capabilities for historical call recordings.
Correct Answer: D 🗳️
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To ensure a successful digital transformation with a multi-channel strategy, engaging the right stakeholders during the discovery phase is crucial.
Here ' s the breakdown of the options and why the most suitable choice is:
Option 3: VP of Customer Experience; VP of Service; IT Leadership.
Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?
- A. Revenue growth number of repeat customers, net promoter source, and employer le
- B. Average handling time, number of calls answered, customer satisfaction an training time
- C. Average response time, cost per call, deflection rate, and employee traininglime
Correct Answer: B 🗳️
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