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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Contact Center Accredited Professional |
| Exam Number: | AP-226 |
| Exam Price: | $200 USD |
| Related Certifications: | Salesforce Service Cloud |
| Exam Duration: | 90 minutes |
| Exam Format: | Multiple Choice, Multiple Select |
| Available Languages: | English |
| Certificate Validity Period: | N/A |
| Passing Score: | 65% |
| Real Exam Qty: | 60 |
| 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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NEW QUESTION # 152
You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?
Answer: D
Explanation:
Reference: Salesforce Data Sharing and Security
NEW QUESTION # 153
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?
Answer: B
Explanation:
In the scenario where management wants cases to be automatically assigned to agents without manual selection and includes a fallback mechanism, the consultant should recommend utilizing the " Case Owner Settings " in the Email-to-Case configuration. This feature allows the system to automatically assign incoming cases based on predefined rules and ensures that if a specific agent isn't available, the case can be routed to a fallback queue or another available agent. This setting integrates seamlessly into the routing model, supporting different channels and ensuring efficient case handling.
References: https://help.salesforce.com/articleView?id=sf.email_to_case.htm
NEW QUESTION # 154
Your self-service goals include improving user adoption and engagement. Which metric best reflects this objective?
Answer: C
Explanation:
Reference: Salesforce Service Cloud Metrics
NEW QUESTION # 155
While some of your suggestions aim to address Ursa Major Solar's need to accommodate new agents during peak season, they raise potential concerns and might not be the most optimal approach. Here's a breakdown:
Ursa Major Solar (UMS) is implementing Email-to-Case in its ...
Salesforce notaro which it has used in the past 2 years as its Case
Management system, to place is the party Email Channel provider. UMS is excited to learn about the artificial in capability in Einstein Case Classification and would like to prioritize the capturing the build as must-have After verifying the license, how should a consultant include the Einstein Case Classification capability in the same project?
Add two requirements to the backlog in the current release date
EmailMessage object to meet data requirements for Einstein formal Car
Cassium be up Einstein Case Classification.
Add the requirement to a future release since Einstein rends at least 400 the past 6 months to build the model in Email Channel Add the requirement in the current release as the customer are case records and because of the reed to prontice the manner Classification The most appropriate approach for incorporating Einstein Case Classification into the same project is to:
A) A Add two requirements to the backlog in the current release:
B) Ursa Major Solar has recently seen a big increase in case volume due to the launch of new product.
What should the company do to deflect cases?
Implement an internal knowledge base.
Implement a customer-facing knowledge base Implement a new channel in
SMS. Choose
While both implementing an internal knowledge base and implementing a
customer-facing knowledge base can help deflect cases, the most
impactful choice for Ursa Major Solar is:
Implementing a customer-facing knowledge base.
Ursa Major Solar decided to roll out Einstein Bots in all of the enhanced digital snipe channels for its retail customers, including Facebook Messenger, WhatsApp and Message for In-app and Web. The Salesforce administrators are not sure how many boss they sa and why.
Which recommendation should a consultant make to the Salesforce ..
Answer: B
Explanation:
Facebook Messenger
Explanation:
To incorporate Einstein Case Classification effectively in the ongoing project, the consultant should add two requirements to the backlog in the current release. This approach ensures that the project team can address the need for Einstein Case Classification without delaying the current implementation schedule. The EmailMessage object will need to be configured to meet data requirements for Einstein Case Classification, which will then enable the automated classification and routing of incoming cases based on content analysis. This strategic inclusion in the current release facilitates immediate enhancement of case management efficiency without the wait times associated with gathering historical data, as would be necessary if waiting for a future release.
Reference: https://help.salesforce.com/s/articleView?id=sf.einstein_service_case_classification.htm For deflecting cases, implementing a customer-facing knowledge base is the most impactful choice for Ursa Major Solar. A customer-facing knowledge base allows customers to self-serve by accessing information and solutions directly, which can significantly reduce the volume of incoming cases by addressing common inquiries and issues before they escalate to live support interactions.
Reference: https://help.salesforce.com/s/articleView?id=sf.knowledge_about.htm For the deployment of Einstein Bots across enhanced digital service channels, the recommendation should be to use the same Einstein Bot across all channels (Facebook Messenger, WhatsApp, Message for In-app, and Web). This approach leverages the ability of Einstein Bots to be configured once and deployed across multiple channels, simplifying maintenance and ensuring consistent customer experiences across all digital touchpoints.
Reference: https://help.salesforce.com/s/articleView?id=sf.bots_overview.htm
NEW QUESTION # 156
The customer needs real-time sentiment analysis during calls. Which third-party integration could be beneficial?
Answer: D
Explanation:
Google Cloud AI offers powerful tools for real-time sentiment analysis during calls, making it a beneficial third-party integration for Salesforce Contact Centers. By integrating Google Cloud AI, organizations can analyze voice interactions in real-time to detect customer sentiment, helping agents understand and react to customer emotions and concerns more effectively during the conversation. This integration can enhance customer service by providing deeper insights into customer needs and improving response strategies.
References: https://cloud.google.com/solutions/contact-center
NEW QUESTION # 157
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