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| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Salesforce Contact Center Accredited Professional |
| Exam Number: | Salesforce-Contact-Center (AP-226) |
| Exam Format: | Multiple-choice, Multiple-select |
| Available Languages: | English |
| Real Exam Qty: | 60 |
| Passing Score: | 66% |
| Certificate Validity Period: | 2 years |
| Exam Duration: | 75 minutes |
| Exam Price: | USD 150 |
| Related Certifications: | Salesforce Certified Service Cloud Consultant Salesforce Certified Administrator |
| Recommended Training: | Trailhead: Contact Center Accredited Professional Trailmix Salesforce Contact Center Accredited Professional Exam Guide |
| 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 # 179
You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?
Answer: B
Explanation:
Reference: Salesforce Data Sharing and Security
NEW QUESTION # 180
While manually changing presence status is an option, it ' s not the most ideal solution for Ursa Major Solar ' s concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?
Answer: A,B,C
Explanation:
Reference: https://www.salesforce.com/products/marketing-cloud/best-practices/push-notification-strategy/
NEW QUESTION # 181
Universal Containers (UC) has been working on a Digital Engagement
implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC's current environments are listed below.
* Production Org
* Test Sandbox
* Developer Sandbox
Which environments should have a two-way deployment connection in this
scenario
Answer: A
Explanation:
For Universal Containers implementing Digital Engagement with minimal customization and focusing on change deployments, the two-way deployment connection should be between the Production Org and Test Sandbox. This setup allows for testing changes in the Test Sandbox before deploying them to Production, and vice versa, facilitating safe, iterative updates and testing without affecting the live environment directly.
Reference: Salesforce Deployment Best Practices
NEW QUESTION # 182
The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?
Answer: A
Explanation:
To track the impact of the Salesforce Contact Center on revenue generation, the Contact Center Conversion Rate is an appropriate key performance indicator (KPI). This metric measures the percentage of contacts handled by the contact center that result in a sale or desired outcome, directly linking contact center activities to revenue generation. It provides insight into how effectively the contact center contributes to the company ' s bottom line by converting inquiries into transactions.
References: https://help.salesforce.com/articleView?id=reports_dashboards_overview.htm
NEW QUESTION # 183
The best dashboard in Service Analytics for UC's service report
requirement is Sidebar-By Customer.
Universal Containers (UC) has a requirement to create a service report that contains 50 object references. Which steps should UC take to achieve this?
Answer: B
Explanation:
To create a service report containing references to 50 objects, Universal Containers should follow these steps:
Create a custom report type: This allows for the definition of primary and related objects.
Select up to four object relationships: This structures the primary relationships needed for the report.
Add fields from additional related objects: This extends the report's scope to include up to 50 object references by pulling in fields from other relevant objects.
This method provides a scalable approach to complex reporting needs within Salesforce.
NEW QUESTION # 184
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