Salesforce AP-226 : Contact Center Accredited Professional

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Real exam environment

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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?

A) Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object
B) Create a flow that references the custom object.
C) The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the

2. The desired process of reassigning cases to a higher support tier when SLA timelines are breached.
Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to
accomplish this?

A) Collaboration on Call Recordings
B) Hierarchical Sharing Settings on Calls
C) Pause/Resume Call Recording

3. You need to configure dashboards and reports for KPI visualization. Which platform offers the most flexibility?

A) Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.
B) Salesforce Reporting tools for generating detailed reports and data analysis.
C) Einstein Analytics with customizable dashboards and visual data storytelling capabilities.
D) All of the above, depending on the desired level of detail, visual representation, and data access.

4. You're validating performance requirements for the deployed system. Which tool helps assess system responsiveness and handle load testing?

A) Utilizing performance testing tools to simulate user activity and analyze response times, throughput, and stability under load.
B) Analyzing system logs and resource utilization data to identify performance bottlenecks and resource constraints.
C) Monitoring agent feedback and user experience reports for any performance issues or service delays after deployment.
D) All of the above, providing a holistic view of system performance and adherence to defined responsiveness and load handling requirements.

5. Your bot design includes handoff to live agents for complex inquiries. Which feature facilitates this seamless transition?

A) All of the above, providing various options for smooth and informed handoff from bot to agent interactions.
B) Escalation Rules automatically transferring chat sessions to agents based on defined criteria.
C) Supervisor Console allowing supervisors to manually transfer chat sessions to specific agents.
D) Contextual handoff functionality preserving chat history and customer information for the agent.

Solutions: