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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Contact Center Accredited Professional (Salesforce-Contact-Center) |
| Exam Number: | AP-226 |
| Available Languages: | English |
| Passing Score: | 66% |
| Certificate Validity Period: | Not formally specified (no expiration stated for this exam) |
| Exam Format: | Multiple-select, Multiple-choice |
| Real Exam Qty: | 60 (plus up to 5 unscored questions) |
| Exam Price: | USD 150 / JPY 20,000 (excluding tax) |
| Related Certifications: | Service Cloud Voice Digital Engagement Service Cloud Omni-Channel Routing |
| Exam Duration: | 75 minutes |
| 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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NEW QUESTION # 57
The customer desires seamless integration with their existing CRM system. Which functionality bridges this gap?
Answer: D
Explanation:
Partner integrations in Salesforce Contact Center allow for seamless integration with existing CRM systems by leveraging pre-built connectors and integration apps available on Salesforce AppExchange. These partner solutions are specifically designed to integrate diverse systems with Salesforce, ensuring that data flows smoothly between Salesforce and other CRMs without needing custom development. This enables businesses to enhance their customer service capabilities by integrating their existing tools and databases into a unified Salesforce environment.
References: https://appexchange.salesforce.com/
NEW QUESTION # 58
Your migration plan includes transferring agent performance dat
a. Which Salesforce object best accommodates this data?
Answer: B
Explanation:
To accommodate agent performance data within Salesforce, creating custom objects specifically designed to track such metrics is the most suitable approach. Custom objects allow for the flexible design of data structures that can specifically cater to the unique requirements of tracking agent performance, such as productivity, customer feedback scores, and other relevant KPIs. This flexibility ensures that all pertinent data can be captured and analyzed effectively within Salesforce.
NEW QUESTION # 59
Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.
How should a consultant implement these requirements?
Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.
Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.
Which recommendation should the consultant make to improve this?
Answer: C
Explanation:
To implement the requirement of passing the Customer ID and visited URL in Ursa Major Solar's Messaging for Web, the consultant should create a contact custom field for the customer ID and a case custom field for the visited URL. These fields should then be added to the pre-chat form, and the Salesforce code embedded on the help site should be modified to automatically set these values when a conversation starts. This setup allows for the capture and use of specific customer and interaction data, enhancing personalization and relevance of support interactions initiated through the web messaging channel.
Reference: https://help.salesforce.com/s/articleView?id=sf.chat_prechat_details.htm To address the issue of service call spikes and long customer wait times, the consultant should recommend implementing an SMS Digital Channel and redirecting customers from phone to SMS. This digital channel allows for more flexible and asynchronous communication, which can help manage the volume of incoming queries more efficiently than voice calls alone. Implementing SMS also provides customers with a convenient and accessible way to receive support, potentially reducing the pressure on the phone channel during peak times.
Reference: https://help.salesforce.com/s/articleView?id=sf.messaging_channels_setup_sms.htm
NEW QUESTION # 60
Your legacy system stores customer data in different formats. Which tool helps assess data readiness for migration?
Answer: A
Explanation:
Reference: Salesforce Data Migration
NEW QUESTION # 61
The correct steps for UC to create a service report with 50 object
references are
A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound conversations, which created a simple Omni-Channel flow for the bot What does the consultant need to specify to use this flow in the channel setting other than selecting the flow?
Answer: C
Explanation:
For the consultant who has cloned a standard bot to an Enhanced Bot for Universal Containers, specifying the "Route Work Item" setting in the channel setup is necessary after selecting the flow. This setting is crucial as it defines how work items, such as service requests or customer interactions, are routed through Omni-Channel, ensuring that the Enhanced Bot's flow directs interactions appropriately to available agents or queues.
NEW QUESTION # 62
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