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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?

A) Salesforce Social Studio for managing social media engagement and customer inquiries.
B) Omni-Channel routing rules directing social media messages to qualified agents based on content and context.
C) All of the above, enabling seamless integration and routing of social media interactions within the Contact Center.
D) Flow Builder with social media connectors for creating automated processes in response to social interactions.

2. You need to migrate complex workflows from your legacy system. Which tool facilitates this?

A) Apex code development for custom scripting and advanced workflow logic implementation.
B) All of the above, depending on the complexity and specific functionalities of the migrating workflows.
C) Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
D) Flow Builder with visual development environment for building complex automation and logic flows.

3. The best dashboard in Service Analytics for UC's service report
requirement is Sidebar-By Customer.
Universal Containers (UC) has a requirement to create a service report that contains 50 object references. Which steps should UC take to achieve this?

A) Create a Visualforce service report Create objects and fields the Vict into the objects and fields in the report
B) Create 10 service reports Select the objects Combine the service reports
C) Create a custom report type Select four object relationships Select adal from extra objects

4. The environments that should have a two-way deployment connection in
this scenario are Test Sandbox and Production Org.
Which requirement needs to be met to perform a quick deployment for
change sets or Metadata API components without testing the full
deployment?

A) Each class and trigger that was deployed is covered by at least 75% jointly
B) Components have been validated successful for the target event within least
70 days
C) Tests in the org or al local tests are run and Apex trigger have some coverage

5. 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

Solutions: