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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer needs real-time sentiment analysis during calls. Which third-party integration could be beneficial?

A) Zendesk
B) Zoom
C) Genesys Cloud CX
D) Google Cloud AI

2. Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

A) All of the above, contributing to a secure and controlled migration process with robust data protection.
B) Establishing clear data ownership and access rights for users across the old and new platforms.
C) Conducting pre-migration security audits and vulnerability assessments of both platforms.
D) Configuring data encryption for transferred information and user access with multi-factor authentication.

3. The most suitable set of solutions for the client's requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.
A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company's main strategy is to enhance customer satisfaction and loyalty while streamlining costs.
Which set of key performance indicators (KPIs) should the consultant
prioritize to measure the success of the Contact Center implementation?

A) Revenue growth, number of repeat customers, net promoter score, and employment
B) A Average response time, cost per call deflection rate, and employee training time
C) Average handling time, number of calls answered, customer satisfaction sure and employer training time

4. Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?

A) Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.
B) All of the above, providing various options for building and integrating chatbots into your self-service experience.
C) Flow Builder with chatbot elements for building conversational interfaces within flows.
D) Einstein Bots with natural language processing and conversational AI capabilities.

5. To comply with the "Eliminate duplicate email attachments" setting while processing PDFs in a high-volume email environment, the consultant should consider this approach:
Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation.
How should a consultant recommend UC configure this solution?

A) Set up the organization's default business hours and set up another set of business ho the second option
B) Set up the organization's default business hours and create an escalation rule where the case matches the criteria associated with different business hours.
C) Create an Apex trigger that checks the default business hours and the business hours on an escalation.

Solutions: