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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:
1. Omni-Channel Flow:
* This is the primary type used to route the conversation from the bot to the queue.
* The consultant can build a flow with a specific action to "Route Work Item."
* This action allows you to specify the target queue where the conversation will be directed.
2. Dialog: (Optional)
* While not required for basic transfers, dialogs can be used to
enhance the user experience during the transfer process.
* For example, the consultant can create a dialog that informs the
customer about the need to transfer the conversation to a live agent
and provides estimated wait times.
* Additionally, the dialog can collect any necessary information from the customer before transferring the case to the queue.
A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.
Which tool should the consultant use?

A. Data Import Wizard
B. Data Loader
C. Salesforce REST API

Question 2

The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?

A. Implement Einstein Analytics for AI-powered insights and predictive analysis.
B. Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration.
C. Leverage external data warehouse solutions for data storage and complex queries.
D. Utilize standard Salesforce Reports and Dashboards for basic data visualization.

Question 3

The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?

A. System availability and uptime per customer expectations and service level agreements (SLAs).
B. User satisfaction surveys and agent feedback on the new system.
C. Resource utilization and infrastructure costs associated with running the Contact Center.
D. Number of features or functionalities implemented within the system.

Question 4

You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?

A. All of the above, contributing to a smooth and efficient transition for handling social media inquiries.
B. Automating case creation and assignment based on social media message content and customer profiles.
C. Pre-populating agent dashboards with relevant information about incoming social media interactions.
D. Ensuring seamless continuity of ongoing social media conversations during the cut-over process.

Question 5

The desired process of reassigning cases to a higher support tier when SLA timelines are breached.
Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to
accomplish this?

A. Pause/Resume Call Recording
B. Hierarchical Sharing Settings on Calls
C. Collaboration on Call Recordings

Solutions: