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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement | - Contact Center Configuration
| |
| Topic 2: Discovery | 20% | - Customer Use Case Analysis
|
| Topic 3: Design | 29% | - Solution Mapping
|
Salesforce Contact Center Accredited Professional Sample Questions:
Your customer wants to personalize customer interactions based on past purchase history. How can you leverage future functionality?
- A. Implement dynamic routing based on purchase history to connect customers with appropriate agents.
- B. Integrate with the CRM system to access customer data and personalize case handling approaches.
- C. Utilize AI-powered case deflection tools to suggest personalized offers and upsell opportunities.
- D. Introduce pre-built Knowledge Base articles recommending relevant products based on purchase history.
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The customer requires secure access control for sensitive customer dat
a. Which functionality is most important?
- A. Field-Level Security
- B. Encrypted Case Histories
- C. Two-Factor Authentication (2FA)
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The consultant should recommend the company utilize Flow Settings in
Email-to-Case to meet their requirements.
A customer service manager wants to implement a process where a case
gets reassigned to a higher support tier if it is not resolved within a given service-level agreement (SLA) timeline.
Which solution should a consultant propose to set this process up?
- A. The consultant should propose creating an Escalation Rule Entry to set up
- B. Create a Quick Action for escalating a case and set up Conditional
Visibility Rude to show the Quick Action after a case has passed SLA times Create a record-triggered flow that gives cases an escalated status if it is still open a pa A times. - C. Create an Escalation Rule Entry and configure it so that cases get an escalated status of the case is still open after passing SLA times.
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Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?
- A. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.
- B. Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.
- C. All of the above, depending on the complexity of the desired IVR functionalities.
- D. Process Builder sequences defining IVR menus and routing options based on caller selections.
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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. Routing Configuration.
- B. Create and assign a new Presence Configuration. Create and apply a new
- C. Create and assign a new Presence Status
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The guiding materials contain the questions and answers that have been derived from the syllabus recommended in this particular AP-226 exam.
