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SALESFORCE-CONTACT-CENTER Real Exam Questions

Salesforce Contact Center Accredited Professional (AP-226)

207 questions available · Page 1 of 21

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Question 1 Single choice

You need to integrate external systems for additional data enrichment within cases.

Which tool facilitates this?

  1. A

    Apex code development for custom integrations with specific external systems and data retrieval.

  2. B

    Flow Builder with pre-built connectors and actions for integration with various external data sources.

  3. C

    Salesforce Connect for establishing secure and centralized connectivity with a broader range of external systems.

  4. D

    All of the above, providing options for integrating external data sources and enriching case information for informed decision-making.

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Correct answer: D

Question 2 Single choice

Where should the consultant point the agent to access the all transcript?

  1. A

    conversation Component in Service Console

  2. B

    Caller Contact record in Salesforce

  3. C

    Amazon Connect Dashboard

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Correct answer: A

Question 3 Single choice

Your requirements include chatbot integration for self-service support.

Which Salesforce platform facilitates this?

  1. A

    Einstein Bots with natural language processing and conversational AI capabilities.

  2. B

    Flow Builder with chatbot elements for building conversational interfaces within flows.

  3. C

    Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.

  4. D

    All of the above, providing various options for building and integrating chatbots into your self-service experience.

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Correct answer: D

Question 4 Single choice

The consultant needs to specify the Inbound Flow Action in the channel setting, in addition to selecting the flow, to use the Omni-Channel flow for the Enhanced Bot.

During a workshop, management at a company explains that its contact center has specific teams supporting specific accounts. Customers generally contact the company through email.

The case goes to a general queue, where the agents pick up the case manually.

Management would like available agents to receive the cases automatically so they do not pick cases.
They also require that if the case cannot be directed to the correct agent, there is a fallback option. The agent can be assigned cases from different channels and would like this incorporated into the routing model.

Which setting in Email-to-Case should a consultant recommend the company utilize?

  1. A

    Flow Settings

  2. B

    Case Owner Settings

  3. C

    Task Settings

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Correct answer: B

Question 5 Single choice

The consultant should suggest UMS configure its Experience Cloud site to support the desired chat routing using the following approach:

Pass in the User ID field as a hidden pre-chat field and check the value of that field in an Omni-Channel flow to determine the routing destination.

The customer service manager at Universal Containers wants to implement a process to ensure cases that are not resolved in time get brought to the attention of more experienced service agents. A consultant has proposed to implement case escalation rules for this.

Which best practice should the consultant observe when configuring case escalation rules?

  1. A

    Put the most complex escalation Rule Entry at the end of the sort order to improve system performance.

  2. B

    Create a maximum of 25 Rule Entries to make the escalation rules easy to maintain for an administrator.

  3. C

    Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met a case still gets evaluated.

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Correct answer: C

Question 6 Single choice

The IT team wants to integrate Salesforce with their existing CRM system.

Which future functionality would facilitate this?

  1. A

    Utilize standard Salesforce connectors and APIs for seamless data exchange.

  2. B

    Develop custom Apex code to synchronize data between the two systems.

  3. C

    Implement point-to-point integrations with unique data mappings for each field.

  4. D

    Migrate all Contact Center data into the existing CRM system to avoid integration complexity.

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Correct answer: A

Question 7 Single choice

Your data migration plan involves staged rollouts for different user groups.

Which data preparation step facilitates this approach?

  1. A

    Dividing customer data into separate subsets based on user groups for targeted and phased migration.

  2. B

    Configuring role-based access controls within the new system to ensure data access aligns with user group assignments.

  3. C

    Testing data migration functionalities with pilot groups to identify and address any issues before broader rollout.

  4. D

    All of the above, contributing to a controlled and efficient data migration process with minimal disruption to different user groups.

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Correct answer: D

Question 8 Single choice

The company desires to monitor its adherence to service level agreements (SLAs).

Which KPI is crucial for this purpose?

  1. A

    Case Backlog Volume

  2. B

    Average Time to Answer (ATA)

  3. C

    SLA Adherence Rate

  4. D

    Number of Overdue Cases

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Correct answer: C

Question 9 Single choice

Validating email functionality involves testing delivery and content accuracy.

Which tool helps with email address verification?

  1. A

    Salesforce Reports with filters to identify cases with invalid email addresses.

  2. B

    Data Loader functionality for bulk email address validation against external databases.

  3. C

    Einstein Validation Service for real-time email address verification during data entry.

  4. D

    Salesforce Sandbox environment for sending test emails and verifying recipient details.

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Correct answer: D

Question 10 Single choice

You need to configure automated alerts for exceeding predefined KPI thresholds.

Which tool facilitates this?

  1. A

    Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.

  2. B

    Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.

  3. C

    Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.

  4. D

    All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.

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Correct answer: D