Salesforce Contact Center Accredited Professional : AP-226 Exam Questions

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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. Your scenario requires generating automated case updates based on customer interactions. Which Salesforce feature offers this capability?

A) Flow Builder with visual interface for designing automated processes and case updates triggered by interactions.
B) Workflow Rules triggering email notifications and case updates based on specific events or field changes.
C) Process Builder sequences defining automated actions and data updates based on triggers and conditions.
D) All of the above, depending on the desired complexity and automation level of case updates.

2. You're validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

A) Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.
B) All of the above, depending on the complexity and desired level of automation for duplicate case handling.
C) Manually comparing case details and identifying duplicates for removal or merging before data migration.
D) Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates.

3. Your design outlines automated case escalation based on criteri
a. Which tool facilitates rule-based escalation?

A) Custom Apex code defining escalation logic and actions.
B) Both (b) and (c), offering flexible options for automated case escalation based on rules.
C) Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria.
D) Escalation Rules with conditions based on case priority, time to resolution, and other metrics.

4. Universal Containers (UC) has a service report requirement to provide a snapshot of customers, including the service products they are using, case reason, and priority, Which dashboard in Service Analytics should UC use? Sidebar-By

A) Customer
B) Open Cases
C) Account Profile

5. The correct answer is Provision a long code phone number at least 2weeks before go-live.
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) Create and assign a new Presence Status
B) Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.
C) The correct answer is Create and assign a new Presence Configuration.

Solutions: