Free PDF Quiz Salesforce - Efficient Salesforce-Contact-Center - Salesforce Contact Center Accredited Professional Minimum Pass Score

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Salesforce Salesforce-Contact-Center Exam Overview:

Certification Vendor:Salesforce
Exam Name:Contact Center Accredited Professional (Salesforce-Contact-Center)
Exam Number:AP-226
Real Exam Qty:60 (plus up to 5 unscored questions)
Exam Price:USD 150 / JPY 20,000 (excluding tax)
Exam Duration:75 minutes
Available Languages:English
Exam Format:Multiple-choice, Multiple-select
Passing Score:66%
Related Certifications:Service Cloud Voice
Digital Engagement
Service Cloud
Omni-Channel Routing
Certificate Validity Period:Not formally specified (no expiration stated for this exam)
Recommended Training:Contact Center training modules (Service Cloud, Omni-Channel, Digital Engagement)
Service Cloud Voice and Contact Center learning resources
Exam Registration:Salesforce Certification Registration (Trailhead Academy)
Salesforce Certification Exam Guide
Sample Questions:Salesforce Salesforce-Contact-Center Sample Questions
Exam Way:Online proctored or onsite testing center
Pre Condition:None officially required; typically intended for Salesforce partners with 2–3 years of consulting/implementation experience in customer service or contact center solutions
Official Syllabus URL:https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226

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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

TopicDetails
Topic 1
  • Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
Topic 2
  • Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.
Topic 3
  • Design: Deals with the Contact Center functionalities with the stipulated requirements. Subsequently, when presented with business requirements, devise scalable and maintainable solutions for the Contact Center, adhering to standard data models.
Topic 4
  • Implement: This section deals with setting up the fundamental Contact Center functionalities and features. Following this, in alignment with the complete design, configure and authenticate the email functionality, ensuring its seamless operation. Similarly, based on specific scenarios, configure and verify the functionality of voice services.

Salesforce Contact Center Accredited Professional Sample Questions (Q133-Q138):

NEW QUESTION # 133
Universal Containers (UC) requires agents to use their mobile devices as part of the daily operations. In order to do that, agents need a service app that can be published on AppExchange. Which kind of environment should UC use to develop and deploy this app on Appexchange?

Answer: A

Explanation:
For Universal Containers to develop and deploy a service app on AppExchange, using Scratch orgs is the recommended environment. Scratch orgs are disposable Salesforce environments that can be quickly set up and torn down, facilitating continuous integration and feature testing specific to Salesforce DX workflows. They are ideal for developing and testing applications before publishing them to AppExchange.
Reference: Salesforce Developer Documentation on Scratch Orgs


NEW QUESTION # 134
The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?

Answer: D

Explanation:
To track the impact of the Salesforce Contact Center on revenue generation, the Contact Center Conversion Rate is an appropriate key performance indicator (KPI). This metric measures the percentage of contacts handled by the contact center that result in a sale or desired outcome, directly linking contact center activities to revenue generation. It provides insight into how effectively the contact center contributes to the company's bottom line by converting inquiries into transactions.


NEW QUESTION # 135
You need to integrate external systems for additional data enrichment within cases. Which tool facilitates this?

Answer: B

Explanation:
Reference: Salesforce Integration Capabilities


NEW QUESTION # 136
Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

Answer: D

Explanation:
Validating self-service functionality, particularly the quality and accessibility of Knowledge articles, involves a combination of methods to ensure comprehensive evaluation. Salesforce Reports can analyze user searches and article views to measure engagement and identify popular content. Quality assurance reviews can validate the accuracy and relevance of the content. Additionally, user feedback surveys and rating systems enable direct customer input on the usefulness and clarity of the articles. Thus, "D. All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience" is the most effective way to assess and improve article quality and accessibility.
Reference: Salesforce Knowledge Management


NEW QUESTION # 137
You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?

Answer: B

Explanation:
Efficiently managing the transition of social media messaging in a new routing setup involves several strategies:A. Pre-populating agent dashboards with relevant information enhances readiness to handle incoming interactions effectively.B. Ensuring seamless continuity of ongoing conversations during the cut- over minimizes disruption to customer communications.C. Automating case creation and assignment based on social media content and customer profiles streamlines the response process.Combining these approaches ensures that social media inquiries are managed smoothly and efficiently during and after the transition.
References: https://help.salesforce.com/articleView?id=sf.social_customer_service_setup.htm


NEW QUESTION # 138
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