Salesforce AP-226 : Contact Center Accredited Professional

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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?

A) Configure outbound email integrations with pre-built templates for invoices and case summaries.
B) Implement Einstein Bots to handle email communication and automate basic customer interactions.
C) Develop custom Apex code for automated email triggers and attachments.
D) Utilize Process Builder with predefined rules for email notifications based on case updates.

2. Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?

A) Develop custom dashboards for detailed agent performance analysis and identify areas for improvement.
B) Implement automated case categorization and routing to optimize agent utilization.
C) Offer self-service options and chatbots to deflect simple inquiries and reduce call volume.
D) All of the above, promoting operational efficiency and minimizing unnecessary resource usage.

3. The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?

A) Reports & Dashboards
B) Field History Tracking
C) Process Builder
D) Einstein Discovery

4. You're validating performance requirements for the deployed system. Which tool helps assess system responsiveness and handle load testing?

A) All of the above, providing a holistic view of system performance and adherence to defined responsiveness and load handling requirements.
B) Analyzing system logs and resource utilization data to identify performance bottlenecks and resource constraints.
C) Monitoring agent feedback and user experience reports for any performance issues or service delays after deployment.
D) Utilizing performance testing tools to simulate user activity and analyze response times, throughput, and stability under load.

5. Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:
Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.
Which set of features/capabilities will help UMS achieve this?

A) Service Cloud Voice, Omni-Channel, Service Console
B) Service Cloud Voice, Feedback Management, Einstein Boss
C) Case Classification, Omni-Channel, Einstein Bots

Solutions: