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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Contact Center Accredited Professional (Salesforce-Contact-Center) |
| Exam Number: | AP-226 |
| Exam Price: | USD 150 / JPY 20,000 (excluding tax) |
| Certificate Validity Period: | Not formally specified (no expiration stated for this exam) |
| Exam Duration: | 75 minutes |
| Related Certifications: | Service Cloud Voice Service Cloud Digital Engagement Omni-Channel Routing |
| Real Exam Qty: | 60 (plus up to 5 unscored questions) |
| Passing Score: | 66% |
| Exam Format: | Multiple-choice, Multiple-select |
| Available Languages: | English |
| Recommended Training: | Service Cloud Voice and Contact Center learning resources Contact Center training modules (Service Cloud, Omni-Channel, Digital Engagement) |
| 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 # 53
Universal Containers (UC) has been working on a Digital Engagement
implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC ' s current environments are listed below.
* Production Org
* Test Sandbox
* Developer Sandbox
Which environments should have a two-way deployment connection in this
scenario
Answer: B
Explanation:
Reference: Salesforce Deployment Best Practices
NEW QUESTION # 54
The best set of functionalities for the client ' s needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specific requirements.
Answer: D
Explanation:
Reference: https://agilemanifesto.org/principles.html
NEW QUESTION # 55
I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the
Answer: C
Explanation:
Considering the need for proactive communication with customers who have previously contacted the company, SMS is the most effective messaging channel. SMS allows Ursa Major Solar to reach out directly to customers' mobile phones, ensuring high readability and immediate delivery of important messages. SMS is widely accessible and does not require internet connectivity, making it a reliable channel for mass communication, especially in urgent scenarios.
NEW QUESTION # 56
Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?
Answer: A
Explanation:
Mitigating compliance risks in outbound calling involves multiple considerations:
A: Verifying agent training on call scripts ensures adherence to regulatory requirements.
B: Ensuring proper opt-in mechanisms and management of customer consent guards against violations.
C: Implementing recording and monitoring functionalities aids in compliance audits and quality control.
Collectively, these measures foster a compliant approach to managing outbound calls, reducing risk and enhancing accountability.
NEW QUESTION # 57
Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?
Answer: A
Explanation:
Reference: Salesforce Service Cloud Einstein
NEW QUESTION # 58
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