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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Contact Center Accredited Professional (Salesforce-Contact-Center) |
| Exam Number: | AP-226 |
| Certificate Validity Period: | Not formally specified (no expiration stated for this exam) |
| Exam Format: | Multiple-select, Multiple-choice |
| Exam Duration: | 75 minutes |
| Related Certifications: | Service Cloud Digital Engagement Service Cloud Voice Omni-Channel Routing |
| Available Languages: | English |
| Real Exam Qty: | 60 (plus up to 5 unscored questions) |
| Passing Score: | 66% |
| Exam Price: | USD 150 / JPY 20,000 (excluding tax) |
| 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 # 161
Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?
Answer: D
Explanation:
Efficient case distribution in Omni-Channel routing involves several key components: A. Custom Apex code can be used to develop complex routing logic that goes beyond standard configurations. B. Configuring queues with specific skills and availability ensures that cases are directed to the most appropriate agents. C.
Implementing presence-based routing ensures that cases are only sent to agents who are currently available and ready to handle them. Integrating these components ensures that cases are routed efficiently, balancing workload and optimizing response times across various communication channels.
References: https://help.salesforce.com/articleView?id=omnichannel_routing.htm
NEW QUESTION # 162
The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized?
Answer: A
Explanation:
To prioritize security and compliance, Field-Level Security (FLS) should be emphasized. FLS is a feature that allows administrators to control access to specific fields, even if a user has access to the object. This ensures that sensitive information remains secure and that compliance requirements are met by only allowing authorized personnel to view or edit particular data, which is essential for maintaining privacy and security protocols. Therefore, "A. Field-Level Security" is the correct feature to focus on.
Reference: Salesforce Documentation on Field-Level Security
NEW QUESTION # 163
Out of the listed options, the most effective combination of features/capabilities to improve UMS ' s call handling speed and efficiency is:
1. Service Cloud Voice:
# Streamlines inbound and outbound calling within Salesforce,
eliminating context switching and improving agent productivity.
# Offers features like call recording, transcription, and click-to-dial for faster call handling.
2. Omni-Channel:
# Intelligently routes calls to the most qualified agents based on skills, availability, and workload, ensuring faster issue resolution.
# Provides real-time insights into agent performance and call metrics
for effective management.
3. Einstein Bots:
# Handles simple inquiries and FAQs, deflecting calls from agents and
reducing queue wait times.
# Can handle tasks like scheduling appointments, providing basic
account information, or collecting initial issue details, freeing up
agents for complex issues.
During a design workshop, Ursa Major Solar (UMS) indicates to a
consultant that many cases around the same topic, which is usually an
outage. Currently the customer service agents need to respond to each and every case separately, which takes a line amount of time. They would like to be able to collect these cases together and y message that would be received by all customers.
Which incident management feature should the consultant recommend
UMS the direct communication with customers?
Answer: A
Explanation:
To address the need for mass communication during common issue occurrences like outages, the consultant should recommend the Broadcast Alert feature in Salesforce Incident Management. This feature allows Ursa Major Solar to send a real-time alert to all affected customers quickly and efficiently. Broadcast Alerts are useful for providing immediate updates, instructions, or solutions to customers impacted by the same issue, thus reducing the need for individual case responses and significantly saving time.
Reference: Salesforce Incident Management
NEW QUESTION # 164
To ensure a successful digital transformation with a multi-channel strategy, engaging the right stakeholders during the discovery phase is crucial.
Here's the breakdown of the options and why the most suitable choice is:
Option 3: VP of Customer Experience; VP of Service; IT Leadership.
Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?
Answer: A
Explanation:
To ensure that temporary agents possess skillsets nearly equivalent to permanent staff, it's crucial to engage with training specialists, service agents, temporary agent leadership, and the Salesforce administrator during the discovery phase. These stakeholders can provide insights into the specific skills and knowledge required, the effectiveness of existing training programs, and the adaptability of the Salesforce environment to support the training and integration of temporary agents. Engaging these stakeholders helps in developing a comprehensive training plan that ensures temporary agents are well-prepared and skilled.
NEW QUESTION # 165
You need to validate case closure accuracy and completeness. Which tool helps with this?
Answer: B
Explanation:
For configuring chatbots within a Contact Center, multiple platforms offer flexibility and diverse functionalities:A. Einstein Bots provide AI-powered conversation capabilities with templates tailored for various customer service scenarios.B. Flow Builder offers a visual interface for designing bot conversations, making it easy to customize logic and user interactions.C. Dialogflow and other third-party platforms can be integrated with Salesforce, offering advanced AI and NLP capabilities for complex interactions.Leveraging these platforms provides comprehensive options for creating and managing chatbots tailored to different needs and use cases within a Contact Center.
References: https://help.salesforce.com/articleView?id=sf.einstein_bots.htm
NEW QUESTION # 166
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