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Salesforce Salesforce-Contact-Center Exam Overview:

Certification Vendor:	Salesforce
Exam Name:	Salesforce Contact Center Accredited Professional
Exam Number:	AP-226
Available Languages:	English
Exam Price:	$200 USD
Certificate Validity Period:	N/A
Exam Duration:	90 minutes
Real Exam Qty:	60
Related Certifications:	Salesforce Service Cloud
Passing Score:	65%
Exam Format:	Multiple Select, Multiple Choice
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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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Topic	Details
Topic 1	Implement: This section deals with setting up the fundamental Contact Center functionalities and features. Following this, in alignment with the complete design, configure and authenticate the email functionality, ensuring its seamless operation. Similarly, based on specific scenarios, configure and verify the functionality of voice services.
Topic 2	Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.
Topic 3	Design: Deals with the Contact Center functionalities with the stipulated requirements. Subsequently, when presented with business requirements, devise scalable and maintainable solutions for the Contact Center, adhering to standard data models.
Topic 4	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.

Salesforce Contact Center Accredited Professional Sample Questions (Q20-Q25):

NEW QUESTION # 20
The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?

A. Field History Tracking
B. Einstein Discovery
C. Process Builder
D. Reports & Dashboards

Answer: D

Explanation:
Reports and Dashboards in Salesforce provide comprehensive insights into agent performance and customer satisfaction. They enable organizations to create detailed reports and visualize data through customizable dashboards, which helps in monitoring key performance indicators (KPIs) and trends. This functionality supports decision-making by providing real-time data analysis, aiding in the improvement of agent performance and the enhancement of customer satisfaction levels.

NEW QUESTION # 21
Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data What does a consultant need to keep in mind while using data loader?

A. Only Apex triggers are executed
B. Automated processes are not executed
C. Automated processes are executed by default

Answer: B

Explanation:
Reference: Salesforce Data Loader Guide

NEW QUESTION # 22
To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter ' s limitations:
A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.
Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

A. Average Resolution Time
B. Average Handle Time
C. Average Cases per Agent

Answer: B

Explanation:
Reference: https://help.salesforce.com/

NEW QUESTION # 23
Your customer expects high call volume during peak hours. Which solution best ensures contact center scalability?

A. Utilize a third-party call center solution integrated with Salesforce.
B. Implement custom Apex code for routing and case management.
C. Increase agent resources without considering automation or process optimization.
D. Configure multiple queues and leverage Omni-Channel Routing for dynamic agent availability.

Answer: D

Explanation:
Configuring multiple queues and leveraging Omni-Channel Routing ensures scalability and efficiency, especially during peak hours in a contact center. Omni-Channel Routing automatically distributes incoming work to agents based on availability and skill set, allowing for dynamic management of high call volumes. This solution supports the scalability of the contact center by optimizing the allocation of resources and reducing wait times for customers.

NEW QUESTION # 24
The customer prioritizes cost optimization and efficient resource allocation. Which design aspect contributes to this?

A. Develop extensive custom functionalities with high implementation and maintenance costs.
B. Implement resource-intensive automations without considering their impact on operational cost.
C. Optimize agent schedules and routing based on real-time call volume and workload.
D. Leverage standard Salesforce features and pre-built functionalities to avoid custom development.

Answer: D

Explanation:
Focusing on cost optimization and efficient resource allocation, leveraging standard Salesforce features and pre-built functionalities is the most effective approach. This design aspect minimizes the need for extensive custom development, which can be costly and resource-intensive to maintain. By using built-in capabilities, organizations can take advantage of Salesforce's robust platform, ensuring that they are using reliable, tested solutions that integrate seamlessly without the additional overhead associated with custom solutions.

NEW QUESTION # 25
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