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Salesforce Salesforce-Contact-Center Exam Overview:

Certification Vendor:Salesforce
Exam Name:Salesforce Contact Center Accredited Professional
Exam Number:AP-226
Related Certifications:Salesforce Service Cloud
Exam Duration:90 minutes
Exam Price:$200 USD
Certificate Validity Period:N/A
Real Exam Qty:60
Exam Format:Multiple Choice, Multiple Select
Passing Score:65%
Available Languages:English
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 Reliable Practice Questions & Salesforce-Contact-Center Latest Exam Registration

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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

TopicDetails
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
  • 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 3
  • Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
Topic 4
  • Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.

Salesforce Contact Center Accredited Professional Sample Questions (Q205-Q210):

NEW QUESTION # 205
Your bot requirements include personalized greetings and information based on customer data. Which Salesforce feature enables this?

Answer: D

Explanation:
Reference: Salesforce Einstein Insights


NEW QUESTION # 206
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.


NEW QUESTION # 207
The release management plan needs to be adaptable to unforeseen changes or challenges. Which element facilitates flexibility and responsiveness?

Answer: B

Explanation:
Flexibility and responsiveness in a release management plan are critical for adapting to unforeseen changes and challenges. This requires not just detailed plans, but also the infrastructure to adapt such as clear communication channels, regular risk assessments, and a collaborative work environment. "D. A collaborative work environment and open communication among stakeholders" facilitates this adaptability by ensuring that all parties are engaged and can respond quickly to any necessary changes or adjustments.
Reference: Salesforce Change Management


NEW QUESTION # 208
The company's primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?

Answer: D

Explanation:
The Customer Satisfaction (CSAT) Score is the key performance indicator (KPI) that best aligns with the objective of improving customer satisfaction. CSAT directly measures the degree of satisfaction customers feel with a service or product, usually gathered through post-interaction surveys asking customers to rate their experience. It provides clear insights into how satisfied customers are, which is directly linked to the company's goal of improving customer satisfaction.


NEW QUESTION # 209
Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:
Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.
Which set of features/capabilities will help UMS achieve this?

Answer: C

Explanation:
For Ursa Major Solar (UMS) to improve the speed and efficiency of its call handling, the integration of Service Cloud Voice, Omni-Channel, and the Service Console is optimal. Service Cloud Voice brings telephony inside the Salesforce platform, allowing agents to make and receive calls directly in Salesforce, providing them with a comprehensive view of the customer and their history. Omni-Channel ensures that calls are routed to the right agent at the right time, based on skills, availability, and workload. The Service Console offers a unified interface that lets agents manage multiple cases and calls efficiently, reducing time spent switching between screens and applications, and speeding up call resolution.
Reference: Service Cloud Voice


NEW QUESTION # 210
......

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