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Salesforce Salesforce-Contact-Center Exam Overview:

Certification Vendor:	Salesforce
Exam Name:	Salesforce Contact Center Accredited Professional
Exam Number:	AP-226
Real Exam Qty:	60
Related Certifications:	Salesforce Service Cloud
Exam Price:	$200 USD
Exam Duration:	90 minutes
Passing Score:	65%
Available Languages:	English
Certificate Validity Period:	N/A
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	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
Topic 2	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 3	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 4	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.

Salesforce Contact Center Accredited Professional Sample Questions (Q34-Q39):

NEW QUESTION # 34
You need to validate bot security and data privacy compliance. Which tool helps with this?

A. Salesforce Security Review tool providing insights into potential security vulnerabilities within your bot configuration.
B. User Role Hierarchy and Field Level Security ensuring appropriate access restrictions based on user profiles.
C. Data Loss Prevention (DLP) policies defining rules for sensitive data handling and preventing unauthorized access.
D. All of the above, working together to secure bot interactions and ensure data privacy compliance.

Answer: D

Explanation:
Reference: Salesforce Security Resources
Top of Form

NEW QUESTION # 35
While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:
Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.
Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time How should a consultant recommend implementing this requirement?

A. Create additional holiday rules in the SLAs
B. Create an Apex trigger to check agent holidays
C. Set up Support Holidays to specify holidays.

Answer: C

Explanation:
Reference: Salesforce Support Holidays Setup

NEW QUESTION # 36
The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?

A. Business Hours active, Estimated Wait Time activated Omni-ChannelQueue of flows and custom Business Hours Messaging in the flow
B. Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Timeactive and Business Hours added to the Embedded Deployment
C. Estimated Wait Time activated, Event Flow routing Business Hours set,and Lite Shoe class in the Pre- Chat form

Answer: B

Explanation:
To enhance the customer experience for Messaging for Web, several configurations are needed:
* Business Hours: Must be active to inform customers about service availability during specific hours.
* Omni-Channel Queue or Flow: Required for managing and routing customer interactions.
* Estimated Wait Time: Should be activated to display expected wait times to customers, helping manage their expectations.
* Business Hours added to the Embedded Deployment: Ensures that the chat functionality reflects the correct availability times and conditions outside business hours.
Reference: Salesforce Omni-Channel Management

NEW QUESTION # 37
Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?

A. Customizing the dashboard layout and visualizations to align with agent preferences and needs.
B. Making the dashboard easily accessible and readily available within the agent interface.
C. Providing comprehensive training on the dashboard features and metrics for agents.
D. All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.

Answer: D

Explanation:
For a new agent performance dashboard, several factors contribute to successful user adoption and understanding:
A: Providing comprehensive training on dashboard features and metrics helps agents understand how to use the tool effectively.
B: Making the dashboard easily accessible within the agent interface ensures that it is used frequently and seamlessly.
C: Customizing the dashboard layout and visualizations to match agent preferences and needs increases its practicality and relevance.
These combined efforts enhance user experience and encourage agents to fully utilize the new dashboard.

NEW QUESTION # 38
You're deploying a new SMS channel for customer updates and notifications. Which cut-over requirement helps prevent message delivery failures and ensure customer reach?

A. Implementing message throttling and rate limiting to prevent overwhelming customers with SMS alerts.
B. Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications.
C. All of the above, contributing to reliable and effective SMS communication with customers.
D. Validating customer phone numbers and carrier compatibility before activating the SMS channel.

Answer: C

Explanation:
Reference: Salesforce Mobile Messaging

NEW QUESTION # 39
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