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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Contact Center Accredited Professional (Salesforce-Contact-Center) |
| Exam Number: | AP-226 |
| Exam Format: | Multiple-choice, Multiple-select |
| Certificate Validity Period: | Not formally specified (no expiration stated for this exam) |
| Exam Price: | USD 150 / JPY 20,000 (excluding tax) |
| Available Languages: | English |
| Related Certifications: | Omni-Channel Routing Service Cloud Digital Engagement Service Cloud Voice |
| Exam Duration: | 75 minutes |
| Real Exam Qty: | 60 (plus up to 5 unscored questions) |
| Passing Score: | 66% |
| Recommended Training: | Service Cloud Voice and Contact Center learning resources Contact Center training modules (Service Cloud, Omni-Channel, Digital Engagement) |
| Exam Registration: | Salesforce Certification Exam Guide Salesforce Certification Registration (Trailhead Academy) |
| 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 # 23
Your customer wants to improve agent productivity. Which future functionality could be most impactful?
Answer: B
Explanation:
Reference: Salesforce Service Cloud Features
NEW QUESTION # 24
Validating business processes involves testing workflows and flow logic. Which tool helps with this?
Answer: A
Explanation:
Validating business processes requires a multi-faceted approach. Monitoring case history and chat transcripts provides insights into process outcomes, Flow Debugger helps identify errors and optimize processes during testing, and user testing sessions collect qualitative feedback from end-users. Therefore, "D. All of the above, offering complementary perspectives for analyzing and refining business process functionality" encompasses all necessary methods to ensure comprehensive testing and validation of business processes.
Reference: Salesforce Flow Debugger
NEW QUESTION # 25
Validating email functionality involves testing delivery and content accuracy. Which tool helps with email address verification?
Answer: D
Explanation:
The Salesforce Sandbox environment is the ideal tool for validating email functionality. It allows for the sending of test emails to verify both the delivery and the accuracy of content, including the proper functioning of merge fields and the correctness of recipient details, without affecting live data.
References: https://help.salesforce.com/articleView?id=sf.test_email_deliverability.htm
NEW QUESTION # 26
Universal Containers (UC) has a service report requirement to provide a snapshot of customers, including the service products they are using, case reason, and priority, Which dashboard in Service Analytics should UC use? Sidebar-By
Answer: B
Explanation:
For Universal Containers, the "Account Profile" dashboard in Service Analytics is the most suitable choice. This dashboard provides a comprehensive snapshot of customers, including details on the service products they are using, case reasons, and priority. It is specifically designed to consolidate customer-related information, making it an ideal solution for UC's reporting needs.
NEW QUESTION # 27
The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?
Answer: B
Explanation:
To ensure effective ongoing support and maintenance after the rollout of a Salesforce project, all the elements listed are essential: A. Establishing a support channel is crucial for a responsive troubleshooting and issue- reporting mechanism. B. Regular system updates and patches are necessary to maintain system health and performance, ensuring that bugs are fixed and improvements are implemented regularly. C. Periodic user training sessions help users stay up-to-date with new features and updates, which is essential for maximizing the adoption and utility of the system.
Collectively, these elements create a robust support structure that facilitates continuous improvement and user engagement. Salesforce offers guidance on establishing these elements in their best practices for system maintenance and user training.
More about ongoing support and maintenance best practices can be found here:https://admin.salesforce.com/
NEW QUESTION # 28
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