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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

The reason why the work that was already in the queue is not being pushed to agents is:
The "Apply to existing records in queue" option was not selected.
At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?

A. A Use Slack to allow agents to share best practices in responding to customer questions
B. Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions
C. Use Quick Text to allow agents to create personal Quick Texts for answers they alternate

Question 2

The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized?

A. Knowledge Base
B. Einstein Analytics
C. Field-Level Security
D. Omni-Channel Routing

Question 3

The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?

A. Conducting periodic user training sessions to familiarize users with new features and updates.
B. Establishing a support channel for reporting issues and troubleshooting technical problems.
C. Providing regular system updates and patches to address bugs and improve performance.

Question 4

You need to integrate external systems for additional data enrichment within cases. Which tool facilitates this?

A. Apex code development for custom integrations with specific external systems and data retrieval.
B. Flow Builder with pre-built connectors and actions for integration with various external data sources.
C. Salesforce Connect for establishing secure and centralized connectivity with a broader range of external systems.
D. All of the above, providing options for integrating external data sources and enriching case information for informed decision-making.

Question 5

The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this?

A. Reports & Dashboards
B. Analytics Cloud
C. Einstein Discovery
D. Einstein Bots

Solutions: