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Salesforce Salesforce-Contact-Center Exam Overview:

Certification Vendor:	Salesforce
Exam Name:	Contact Center Accredited Professional (Salesforce-Contact-Center)
Exam Number:	AP-226
Exam Format:	Multiple-select, Multiple-choice
Exam Duration:	75 minutes
Passing Score:	66%
Related Certifications:	Service Cloud Voice Service Cloud Digital Engagement Omni-Channel Routing
Real Exam Qty:	60 (plus up to 5 unscored questions)
Available Languages:	English
Certificate Validity Period:	Not formally specified (no expiration stated for this exam)
Exam Price:	USD 150 / JPY 20,000 (excluding tax)
Recommended Training:	Contact Center training modules (Service Cloud, Omni-Channel, Digital Engagement) Service Cloud Voice and Contact Center learning resources
Exam Registration:	Salesforce Certification Registration (Trailhead Academy) Salesforce Certification Exam Guide
Sample Questions:	Salesforce Salesforce-Contact-Center Sample Questions
Exam Way:	Online proctored or onsite testing center
Pre Condition:	None officially required; typically intended for Salesforce partners with 2–3 years of consulting/implementation experience in customer service or contact center solutions
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:

Topic	Details
Topic 1	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 2	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 3	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
Topic 4	Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.

Salesforce Contact Center Accredited Professional Sample Questions (Q11-Q16):

NEW QUESTION # 11
Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?

A. Flow Builder with social media connectors for creating automated processes in response to social interactions.
B. Omni-Channel routing rules directing social media messages to qualified agents based on content and context.
C. All of the above, enabling seamless integration and routing of social media interactions within the Contact Center.
D. Salesforce Social Studio for managing social media engagement and customer inquiries.

Answer: C

Explanation:
Integrating social media channels into Omni-Channel requires a blend of Salesforce capabilities: A. Salesforce Social Studio manages engagement and inquiries across social media platforms.
B: Flow Builder allows for the creation of automated processes that respond to social media interactions.
C: Omni-Channel routing rules can be configured to direct social media messages to the most appropriate agents based on the content and context.
This combination of tools facilitates effective integration and management of social media interactions within a Contact Center environment.

NEW QUESTION # 12
The best set of functionalities for the client ' s needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specific requirements.

A. All three options you listed are actually Agile principles! Agile Developmentemphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here ' s a breakdown of each option:
B. Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools
C. A consultant is preparing post-implementation training material for theagents and supervisors. Agents will need to use the cell transcriptconfigured in Amazon Connect a part of the implementation
D. As part of the project governance, Ursa Major Solar has decided to use Agle Development Principles.
One of the project stakeholders has come to a consultant to explain to them a more detail the 12 agile principles.What is one of the agile principles?

Answer: B

Explanation:
Reference: https://agilemanifesto.org/principles.html

NEW QUESTION # 13
The company aims to reduce operational costs. Which KPI is most relevant to track their progress?

A. Agent Resolution Rate
B. Customer Acquisition Cost (CAC)
C. Employee Turnover Rate
D. Average Cost per Case (CPAC)

Answer: D

Explanation:
The Average Cost per Case (CPAC) is the most relevant KPI for tracking progress in reducing operational costs within a contact center. This metric provides a clear measurement of the cost associated with resolving each customer case, taking into account all resources utilized in the process. Monitoring and optimizing CPAC can help a company identify areas where efficiencies can be improved, thus directly contributing to the reduction of operational costs.

NEW QUESTION # 14
You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?

A. Exporting reports and dashboards for external access via email or file sharing platforms.
B. Salesforce Sharing Settings granting specific access levels to external users for relevant dashboards and reports.
C. All of the above, depending on the security requirements, desired level of control, and complexity of data access needs.
D. Custom Apex development for building secure data sharing portals with granular access controls.

Answer: C

Explanation:
Reference: Salesforce Data Sharing and Security

NEW QUESTION # 15
You need to configure reporting for bot performance analysis. Which metric best reflects customer satisfaction with the bot experience?

A. Number of chat sessions handled by the bot versus live agents.
B. Average conversation length and time spent interacting with the bot.
C. Rate of successful resolutions achieved through bot interactions alone.
D. Customer satisfaction ratings and feedback specifically gathered about the bot experience.

Answer: D

Explanation:
To effectively gauge customer satisfaction with bot interactions, measuring customer satisfaction ratings and collecting specific feedback about the bot experience is essential. This metric directly reflects how customers perceive the effectiveness, efficiency, and overall experience of interacting with the bot, providing clear insights into areas of success and opportunities for improvement.
References: https://help.salesforce.com/articleView?id=service_analytics_overview.htm

NEW QUESTION # 16
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