Salesforce Contact Center Accredited Professional : AP-226

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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?

A) Implement the Customer Community for forum discussions and support ticket submission.
B) Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.
C) Configure a Knowledge Base with searchable articles andFAQs for self-service options.
D) Utilize Omni-Channel Routing to unify case routing and agent availability across channels.

2. Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

A) Process Builder sequences initiating customer satisfaction surveys upon case closure and managing survey workflow.
B) Flow Builder with visual interface for designing and configuring survey forms and logic for collecting feedback after case closure.
C) All of the above, offering various options for triggering and managing customer satisfaction surveys within case management.
D) Einstein Feedback Surveys automatically sent based on case closure events and collecting customer feedback on their experience.

3. Your bot requirements include personalized greetings and information based on customer dat a. Which Salesforce feature enables this?

A) Merge fields within bot conversation scripts linking to specific object fields containing customer information.
B) All of the above, depending on the level of personalization and data sources required.
C) Custom Apex code dynamically fetching customer data and injecting it into chatbot responses.
D) Einstein Insights providing real-time customer data to personalize bot interactions and recommendations.

4. Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?

A) All of the above, offering various options for ensuring data quality and reliable metric interpretation.
B) Salesforce Data Loader for bulk data imports and basic field validation.
C) Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.
D) Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.

5. The correct steps for UC to create a service report with 50 object
references are
A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound conversations, which created a simple Omni-Channel flow for the bot What does the consultant need to specify to use this flow in the channel setting other than selecting the flow?

A) Inbound Flow Action
B) Fallback Queue
C) Route Work Item

Solutions: