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Salesforce Salesforce-Contact-Center Exam Overview:

Certification Vendor:	Salesforce
Exam Name:	Salesforce Contact Center Accredited Professional
Exam Number:	AP-226
Real Exam Qty:	60
Available Languages:	English
Exam Format:	Multiple Choice, Multiple Select
Exam Duration:	90 minutes
Passing Score:	65%
Exam Price:	$200 USD
Related Certifications:	Salesforce Service Cloud
Certificate Validity Period:	N/A
Sample Questions:	Salesforce Salesforce-Contact-Center Sample Questions
Exam Way:	Online proctored or at a testing center
Pre Condition:	No formal prerequisites; recommended for partners and consultants with experience in Salesforce Service Cloud and contact center solutions.
Official Syllabus URL:	https://trailhead.salesforce.com/en/credentials/accreditedprofessionaloverview

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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Topic	Details
Topic 1	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.
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	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.

Salesforce Contact Center Accredited Professional Sample Questions (Q97-Q102):

NEW QUESTION # 97
The company prioritizes identifying trends and patterns in customer behavior. Which KPI is most valuable for this analysis?

A. Peak Volume Hours
B. Customer Journey Mapping
C. Contact Reason Categorization
D. Case Resolution Trends

Answer: B

Explanation:
Customer Journey Mapping is the most valuable KPI for identifying trends and patterns in customer behavior. This approach involves tracking the different stages a customer goes through in interacting with the organization, from initial contact through various touchpoints to resolution or purchase. Mapping the customer journey provides comprehensive insights into customer preferences, behaviors, and pain points, which helps in understanding how to enhance the customer experience effectively.

NEW QUESTION # 98
You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?

A. Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors.
B. All of the above, depending on the severity and impact of the data inconsistencies encountered.
C. Implementing data cleansing scripts or manual data correction within Salesforce.
D. Ignoring minor inconsistencies to avoid delaying the migration timeline.

Answer: A

Explanation:
When encountering unexpected data inconsistencies during migration, maintaining data integrity is paramount. The best approach involves pausing the migration to thoroughly investigate the inconsistencies, identifying the root cause whether they stem from data corruption, mapping mistakes, or other issues, and resolving these problems before proceeding. This ensures that the data integrity is not compromised, which is crucial for the successful use of the new system. "C. Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors" is therefore the most effective strategy for dealing with data inconsistencies during migration.
Reference: Salesforce Data Quality Management

NEW QUESTION # 99
You need to configure dashboards and reports for KPI visualization. Which platform offers the most flexibility?

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

Answer: A

Explanation:
Promoting awareness and utilization of a new knowledge base for self-service customer support involves several strategies: A. Integrating knowledge base articles within chat conversations and case workflows enhances relevance and timely assistance. B. Providing prominent access points across customer-facing channels ensures that customers can easily find and use the knowledge base. C. Conducting user training and awareness campaigns increases familiarity with the knowledge base's features and benefits. Implementing all these approaches simultaneously offers a comprehensive strategy to maximize adoption and effectiveness of the new resource.

NEW QUESTION # 100
Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

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

Answer: D

Explanation:
Reference: Salesforce Automation Tools

NEW QUESTION # 101
Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?

A. All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.
B. Manually reviewing and adjusting internal links and formatting within each article before migration.
C. Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.
D. Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.

Answer: A

Explanation:
Reference: Salesforce Knowledge Base Migration

NEW QUESTION # 102
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