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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?

A. Case Management
B. Einstein Bots
C. Omni-Channel Routing
D. Customer Community

Question 2

The customer wants to offer self-service options for simple issues. Which functionality empowers this?

A. Process Builder
B. Knowledge Base
C. Einstein Bots
D. Web Service API

Question 3

While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar's goal of connecting customers with subject-matter experts (SMEs) for real-time, detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for Web.
A consultant is preparing post-implementation training material for the agents and supervisors in an environment that uses Service Cloud Voice with Amazon Connect. Supervisors need to track key performance indicators (KPIs), such as calls answered. average handle time, and average speed to answer.
Where should the consultant point supervisors to track these KPIs?

A. Omni Supervisor Console and Amazon Supervisor Dashboard
B. Service Cloud Voice Analytics App and Amazon Supervisor Dashboard
C. Service Cloud Voice Analytics App and Omni Supervisor Console

Question 4

Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?

A. Providing prominent access points to the new knowledge base across various customer-facing channels.
B. All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.
C. Integrating knowledge base articles within relevant chat conversations and case workflows.
D. Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.

Question 5

You're migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?

A. File attachments within Salesforce case records.
B. External cloud storage with Salesforce integration.
C. Salesforce Platform Events or Queues for real-time data streaming and storage.
D. Salesforce Content Management System (CMS) for document and asset management.

Solutions: