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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?

A) Number of Overdue Cases
B) SLA Adherence Rate
C) Case Backlog Volume
D) Average Time to Answer (ATA)

2. You need to validate web form functionality. Which method provides the most direct test?

A) Reviewing form configuration settings and field mappings within Salesforce.
B) Manually submitting test data through the web form and verifying case creation in Salesforce.
C) All of the above, offering complementary perspectives on web form functionality and potential challenges.
D) Monitoring web server logs for form access and error messages to identify technical issues.

3. I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the

A) SMS
B) Messaging for Wed
C) Facebook Messenger

4. The correct answer is Provision a long code phone number at least 2weeks before go-live.
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?

A) Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.
B) The correct answer is Create and assign a new Presence Configuration.
C) Create and assign a new Presence Status

5. The company prioritizes identifying trends and patterns in customer behavior. Which KPI is most valuable for this analysis?

A) Contact Reason Categorization
B) Customer Journey Mapping
C) Case Resolution Trends
D) Peak Volume Hours

Solutions: