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Salesforce Salesforce-Contact-Center Exam Overview:

Certification Vendor:Salesforce
Exam Name:Salesforce Contact Center Accredited Professional
Exam Number:Salesforce-Contact-Center (AP-226)
Passing Score:66%
Exam Price:USD 150
Related Certifications:Salesforce Certified Administrator
Salesforce Certified Service Cloud Consultant
Exam Format:Multiple-select, Multiple-choice
Available Languages:English
Real Exam Qty:60
Exam Duration:75 minutes
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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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

TopicDetails
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 (Q77-Q82):

NEW QUESTION # 77
The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?

Answer: C

Explanation:
Reference: Salesforce Blog on Customer Satisfaction


NEW QUESTION # 78
Your customer wants to personalize customer interactions based on past purchase history. How can you leverage future functionality?

Answer: B

Explanation:
Integrating with the CRM system to access detailed customer data allows for the personalization of customer interactions based on past purchase history. This integration enables contact center agents to view customer profiles, previous interactions, and purchase history directly within their workflow, allowing them to tailor their communication and recommendations based on individual customer needs and preferences. This approach enhances customer satisfaction by making interactions more relevant and engaging.


NEW QUESTION # 79
The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

Answer: B

Explanation:
Reference: Salesforce Blog on Customer Effort Score


NEW QUESTION # 80
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:
Ursa Major Solar can implement customer push notifications across various channels including SMS Messaging, Facebook Messenger, and Messaging for In-App as part of their Customer Engagement upgrade project. These channels are supported by Salesforce's marketing and engagement tools, allowing for the delivery of timely and relevant notifications directly to customers' devices. Utilizing these channels for push notifications can enhance customer engagement by providing updates, promotions, and alerts that encourage interaction and improve customer experience.
Reference: https://www.salesforce.com/products/marketing-cloud/best-practices/push-notification-strategy/


NEW QUESTION # 81
Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?

Answer: A

Explanation:
Reference: Salesforce Documentation on Case Assignment and Escalation


NEW QUESTION # 82
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