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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

Your deployment involves migrating historical case dat
a. Which data preparation step helps maintain case history and audit trails accurately?

A. All of the above, contributing to a complete and accessible migration of historical case data with preserved context and audit trails.
B. Transferring all available case data, including comments, attachments, and activity logs, during the migration process.
C. Configuring the new system to preserve chronological order and timestamps associated with historical case events.
D. Testing case history access and audit trail functionality to verify accurate retrieval and display of historical information.

Question 2

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. Routing Configuration.
C. Create and assign a new Presence Configuration. Create and apply a new

Question 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. Average handling time, number of calls answered, customer satisfaction sure and employer training time
C. A Average response time, cost per call deflection rate, and employee training time

Question 4

The consultant needs to specify the Inbound Flow Action in the channel
setting, in addition to selecting the flow, to use the Omni-Channel flow for the Enhanced Bot.
During a workshop, management at a company explains that its contact
center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general queue, where the agents pick up the case manually.
Management would like available agents to receive the cases automatically so they do not pick cases. They also require that if the case cannot be directed to the correct agent, there is a fallback option. The agent can be assigned cases from different channels and would like this incorporated into the routing model.
Which setting in Email-to-Case should a consultant recommend the
company utilize?

A. Task Settings
B. Case Owner Settings
C. Flow Settings

Question 5

The company prioritizes identifying trends and patterns in customer behavior. Which KPI is most valuable for this analysis?

A. Peak Volume Hours
B. Customer Journey Mapping
C. Contact Reason Categorization
D. Case Resolution Trends

Solutions: