Exam Name: Contact Center Accredited Professional
Certification Provider: Salesforce
Corresponding Certification: Accredited Professional Certification
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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Discovery | 20% | - Business Requirements
|
| Implement | 41% | - Self-Service and Automation
|
| Deploy | 10% | - Validation and Migration
|
| Design | 29% | - Implementation Planning
|
Salesforce Contact Center Accredited Professional Sample Questions:
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. 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:
- D. Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools
Correct Answer: D 🗳️
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?
- A. Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.
- B. Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
- C. Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
- D. All of the above, providing options for diverse bot functionalities and integration flexibility.
Correct Answer: D 🗳️
While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:
Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.
Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time How should a consultant recommend implementing this requirement?
- A. Set up Support Holidays to specify holidays.
- B. Create additional holiday rules in the SLAs
- C. Create an Apex trigger to check agent holidays
Correct Answer: A 🗳️
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
Your scenario requires generating automated case updates based on customer interactions. Which Salesforce feature offers this capability?
- A. Process Builder sequences defining automated actions and data updates based on triggers and conditions.
- B. All of the above, depending on the desired complexity and automation level of case updates.
- C. Workflow Rules triggering email notifications and case updates based on specific events or field changes.
- D. Flow Builder with visual interface for designing automated processes and case updates triggered by interactions.
Correct Answer: B 🗳️
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
The customer needs real-time sentiment analysis during calls. Which third-party integration could be beneficial?
- A. Google Cloud AI
- B. Zendesk
- C. Zoom
- D. Genesys Cloud CX
Correct Answer: A 🗳️
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
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