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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Contact Center Accredited Professional |
| Exam Number: | AP-226 |
| Exam Format: | Multiple Select, Multiple Choice |
| Passing Score: | 65% |
| Exam Duration: | 90 minutes |
| Certificate Validity Period: | N/A |
| Real Exam Qty: | 60 |
| Related Certifications: | Salesforce Service Cloud |
| Available Languages: | English |
| Exam Price: | $200 USD |
| 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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NEW QUESTION # 36
You're preparing historical call recordings for migration. Which step helps improve audio quality and accessibility for playback within the new system?
Answer: D
Explanation:
Preparing historical call recordings for migration to a new system involves several steps to enhance their usability. Converting recordings to formats compatible with the new system ensures they can be played back without issues. Implementing speech-to-text conversion provides searchable transcripts, enhancing accessibility and analysis capabilities. Optimizing audio file size while maintaining quality ensures efficient storage without sacrificing clarity. Thus, "D. All of the above, contributing to improved accessibility and analysis capabilities for historical call recordings" addresses all key aspects of preparing audio data for effective use in the new system.
Reference: Salesforce Call Center Implementation
NEW QUESTION # 37
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.
References: https://help.salesforce.com/articleView?id=sf.voice_overview.htm
NEW QUESTION # 38
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: A
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 # 39
The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
Ursa Major Solar ' s Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
Which Experience Cloud template should a consultant recommend
Answer: B
Explanation:
Reference: https://help.salesforce.com/s/articleView?id=sf.networks_choose_template.htm
NEW QUESTION # 40
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 # 41
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