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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?

A) Leverage partner resources and certified consultants for specialized training and implementation guidance.
B) Develop custom training materials and conduct internal workshops for agent familiarization.
C) Implement Premier Support with dedicated access to expert consultants and proactive issue resolution.
D) Utilize Trailhead online modules and Salesforce documentation for independent learning.

2. Your design includes integrating WhatsApp Business for customer communication. Which tool facilitates this?

A) Salesforce Social Studio with connectors for managing various social media and messaging platforms.
B) Omni-Channel routing rules directing incoming WhatsApp messages to appropriate agents based on content and skills.
C) Flow Builder with pre-built templates for configuring messaging channel interactions and automation.
D) Custom Apex code developed to connect Salesforce with the WhatsApp Business API.

3. You need to set up email case creation. Which feature allows automatic case generation from incoming emails?

A) Process Builder sequences defining steps for email parsing and case generation.
B) Workflow Rules with email field criteria triggering case creation.
C) Einstein Bots configured to handle email inquiries and create cases if needed.
D) Email-to-Case enabled on the Case object with appropriate field mapping.

4. A project sponsor has informed a consultant that customer satisfaction is their top..
Which Contact Center metric should the consultant prioritize improving?

A) Average Handle Time
B) Average Wait Time
C) First Call Resolution(correct)

5. 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

Solutions: