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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 best set of functionalities for the client's needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specific requirements.

A) A consultant is preparing post-implementation training material for the agents and supervisors. Agents will need to use the cell transcript
B) As part of the project governance, Ursa Major Solar has decided to use Agle Development Principles. One of the project stakeholders has come to a consultant to explain to them a more detail the 12 agile principles.
What is one of the agile principles?
C) Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools
D) All three options you listed are actually Agile principles! Agile Development emphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here's a breakdown of each option:

3. Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?

A) Case Assignment Rules using predefined criteria to direct cases to specific queues or agents.
B) All of the above, working together for dynamic case assignment and escalation based on context and urgency.
C) Process Builder sequences triggering automated case creation and assignment based on data triggers.
D) Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.

4. Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is:
1. Service Cloud Voice:
* Streamlines inbound and outbound calling within Salesforce,
eliminating context switching and improving agent productivity.
* Offers features like call recording, transcription, and click-to-dial for faster call handling.
2. Omni-Channel:
* Intelligently routes calls to the most qualified agents based on skills, availability, and workload, ensuring faster issue resolution.
* Provides real-time insights into agent performance and call metrics
for effective management.
3. Einstein Bots:
* Handles simple inquiries and FAQs, deflecting calls from agents and
reducing queue wait times.
* Can handle tasks like scheduling appointments, providing basic
account information, or collecting initial issue details, freeing up
agents for complex issues.
During a design workshop, Ursa Major Solar (UMS) indicates to a
consultant that many cases around the same topic, which is usually an
outage. Currently the customer service agents need to respond to each and every case separately, which takes a line amount of time. They would like to be able to collect these cases together and y message that would be received by all customers.
Which incident management feature should the consultant recommend
UMS the direct communication with customers?

A) Broadcast Email
B) Broadcast Alert
C) Broadcast Site Banner

5. Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?

A) Customizing the dashboard layout and visualizations to align with agent preferences and needs.
B) All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.
C) Making the dashboard easily accessible and readily available within the agent interface.
D) Providing comprehensive training on the dashboard features and metrics for agents.

Solutions: