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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

A. Process Builder sequences initiating customer satisfaction surveys upon case closure and managing survey workflow.
B. All of the above, offering various options for triggering and managing customer satisfaction surveys within case management.
C. Flow Builder with visual interface for designing and configuring survey forms and logic for collecting feedback after case closure.
D. Einstein Feedback Surveys automatically sent based on case closure events and collecting customer feedback on their experience.

Question 2

You need to validate case closure accuracy and completeness. Which tool helps with this?

A. Case History review for completeness and verification of resolution details before final closure.
B. Case Closure Rules automatically closing cases based on predefined criteria and ensuring required fields are filled.
C. All of the above, contributing to ensuring accurate and complete case closure for efficient data management.
D. Data Validation Rules on case fields requiring specific formats or preventing invalid entries before closure.

Question 3

You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?

A. Custom Apex development for building secure data sharing portals with granular access controls.
B. Exporting reports and dashboards for external access via email or file sharing platforms.
C. Salesforce Sharing Settings granting specific access levels to external users for relevant dashboards and reports.
D. All of the above, depending on the security requirements, desired level of control, and complexity of data access needs.

Question 4

The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.
Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can be answered.
Which changes to the Contact Support form process should a consultant suggest to improve the response times?

A. Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.
B. A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword
C. Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each

Question 5

Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?

A. All of the above, working together for optimal Omni-Channel routing.
B. Configuring queues with specific skills and availability requirements.
C. Developing custom Apex code for routing logic.
D. Implementing presence-based routing based on agent availability.

Solutions: