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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Contact Center Accredited Professional |
| Exam Number: | Salesforce-Contact-Center (AP-226) |
| Exam Format: | Multiple-select, Multiple-choice |
| Real Exam Qty: | 60 |
| Exam Price: | USD 150 |
| Passing Score: | 66% |
| Related Certifications: | Salesforce Certified Service Cloud Consultant Salesforce Certified Administrator |
| Available Languages: | English |
| Exam Duration: | 75 minutes |
| Certificate Validity Period: | 2 years |
| Recommended Training: | Salesforce Contact Center Accredited Professional Exam Guide Trailhead: Contact Center Accredited Professional Trailmix |
| 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 # 166
You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?
Answer: B
Explanation:
Reference: Einstein Analytics
NEW QUESTION # 167
The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?
Answer: A
Explanation:
Reference: Salesforce Automation for Case Escalation
NEW QUESTION # 168
Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?
Answer: B
Explanation:
Salesforce offers multiple tools that can be used to trigger customer satisfaction surveys after case closure, each providing unique capabilities. Einstein Feedback Surveys can automate sending based on case closure events. Process Builder can initiate workflows to send surveys after cases are closed. Flow Builder allows for designing survey forms and logic. All these options provide robust solutions for integrating customer satisfaction surveys into case management workflows, making "D. All of the above, offering various options for triggering and managing customer satisfaction surveys within case management" the best answer.
Reference: Salesforce Automation Tools
NEW QUESTION # 169
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: C
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 # 170
Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?
Answer: C
Explanation:
A robust security protocol for data exchange with external systems in bot integrations includes multiple layers:
A). SSL encryption protects data in transit between the bot and external systems, ensuring confidentiality and integrity.B. API authentication mechanisms control and verify access, maintaining secure connections only with authorized systems.C. Field-Level Encryption provides an additional layer by encrypting sensitive data within the bot's storage, safeguarding information at rest.This multi-layered security approach ensures comprehensive protection of data throughout the interaction and storage lifecycle.
References: https://help.salesforce.com/articleView?id=sf.security_overview.htm
NEW QUESTION # 171
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