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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 |
| Exam Duration: | 75 minutes |
| Real Exam Qty: | 60 |
| Related Certifications: | Salesforce Certified Service Cloud Consultant Salesforce Certified Administrator |
| Exam Price: | USD 150 |
| Available Languages: | English |
| Passing Score: | 66% |
| 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 # 114
The customer wants to offer self-service options for simple issues. Which functionality empowers this?
Answer: D
Explanation:
Salesforce Einstein Bots are designed to provide automated, AI-driven responses to common customer inquiries, which is a core capability for enabling self-service in Salesforce Contact Center. These bots can handle routine requests, provide answers from the Knowledge Base, and even execute simple tasks, reducing the need for direct human intervention and speeding up response times for customers.
Other options like Knowledge Base, Web Service API, and Process Builder also support self-service in various ways:
Knowledge Base allows customers to find answers themselves but lacks interactive engagement.
Web Service API could technically be used to integrate external self-service solutions but isn't a direct self-service tool.
Process Builder automates processes but does not directly interact with customers.
Einstein Bots are specifically designed for interactive, automated customer engagement, making them the best fit for empowering self-service in a Salesforce Contact Center. Detailed information on implementing and optimizing Einstein Bots can be accessed at Salesforce Einstein Bots.
NEW QUESTION # 115
The desired process of reassigning cases to a higher support tier when SLA timelines are breached.
Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to
accomplish this?
Answer: C
Explanation:
To protect customers' private information during phone interactions, especially for sensitive data like social security numbers, the Service Cloud Voice feature to recommend is Pause/Resume Call Recording. This feature allows agents to pause the recording when sensitive information is being discussed and resume it afterwards, ensuring compliance with privacy regulations and safeguarding customer data.
Reference: Salesforce Service Cloud Voice Features
NEW QUESTION # 116
Your customer expects high call volume during peak hours. Which solution best ensures contact center scalability?
Answer: C
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 # 117
The most suitable set of solutions for the client's requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.
A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company's main strategy is to enhance customer satisfaction and loyalty while streamlining costs.
Which set of key performance indicators (KPIs) should the consultant
prioritize to measure the success of the Contact Center implementation?
Answer: C
Explanation:
For Ursa Major Solar, the KPIs to prioritize to measure the success of the Contact Center implementation, given their goals to enhance customer satisfaction and streamline costs, should be average handling time, number of calls answered, customer satisfaction score, and employee training time. These KPIs directly align with improving service efficiency and quality. Average handling time and number of calls answered focus on operational efficiency, customer satisfaction score measures the impact on customer loyalty and satisfaction, and employee training time helps in assessing the effectiveness and speed of preparing new agents, which impacts both costs and service quality.
NEW QUESTION # 118
The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?
Answer: C
NEW QUESTION # 119
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