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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?

A) Customer Retention Rate
B) Customer Lifetime Value (CLTV)
C) Contact Center Conversion Rate
D) Number of Closed Won Deals

2. The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

A) Customer Lifetime Value (CLTV)
B) Customer Effort Score (CES)
C) Net Promoter Score (NPS)
D) First Contact Resolution (FCR) Rate

3. The company aims to reduce operational costs. Which KPI is most relevant to track their progress?

A) Customer Acquisition Cost (CAC)
B) Agent Resolution Rate
C) Average Cost per Case (CPAC)
D) Employee Turnover Rate

4. The customer aims to automate repetitive tasks like case escalation. Which functionality can streamline this?

A) Workflow Rules
B) Entitlement Management
C) Omni-Channel Routing
D) Case Escalation Matrix

5. Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

A) Presence-based routing automatically assigning tasks based on agent availability.
B) Omni-Channel Presence States indicating online and offline agent status for different channels.
C) All of the above, working together for optimal multi-channel task assignment and routing.
D) Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.

Solutions: