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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Contact Center Accredited Professional |
| Exam Number: | Salesforce-Contact-Center (AP-226) |
| Exam Format: | Multiple-choice, Multiple-select |
| Exam Price: | USD 150 |
| Certificate Validity Period: | 2 years |
| Passing Score: | 66% |
| Exam Duration: | 75 minutes |
| Real Exam Qty: | 60 |
| Related Certifications: | Salesforce Certified Service Cloud Consultant Salesforce Certified Administrator |
| Available Languages: | English |
| Recommended Training: | Trailhead: Contact Center Accredited Professional Trailmix Salesforce Contact Center Accredited Professional Exam Guide |
| Exam Registration: | Salesforce Trailhead Academy |
| Sample Questions: | Salesforce Salesforce-Contact-Center Sample Questions |
| Exam Way: | Online proctored exam, delivered via Partner Learning Camp |
| Pre Condition: | No mandatory prerequisites; recommended experience with Salesforce Service Cloud, Omni-Channel, and contact center operations |
| Official Syllabus URL: | https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226 |
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NEW QUESTION # 103
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 # 104
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:
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 # 105
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 # 106
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: B
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 # 107
Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?
Answer: A
Explanation:
Chatbot integration within Salesforce can be accomplished through several platforms. Einstein Bots offer natural language processing and AI capabilities for sophisticated conversational experiences. Flow Builder allows the creation of conversational interfaces within automated workflows, and Lightning Web Components can be used to build custom, integrated chat interfaces. Therefore, "D. All of the above, providing various options for building and integrating chatbots into your self-service experience" correctly describes the flexibility and range of tools available for chatbot integration.
Reference: Salesforce Einstein Bots
NEW QUESTION # 108
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