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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is:
1. Service Cloud Voice:
* Streamlines inbound and outbound calling within Salesforce,
eliminating context switching and improving agent productivity.
* Offers features like call recording, transcription, and click-to-dial for faster call handling.
2. Omni-Channel:
* Intelligently routes calls to the most qualified agents based on skills, availability, and workload, ensuring faster issue resolution.
* Provides real-time insights into agent performance and call metrics
for effective management.
3. Einstein Bots:
* Handles simple inquiries and FAQs, deflecting calls from agents and
reducing queue wait times.
* Can handle tasks like scheduling appointments, providing basic
account information, or collecting initial issue details, freeing up
agents for complex issues.
During a design workshop, Ursa Major Solar (UMS) indicates to a
consultant that many cases around the same topic, which is usually an
outage. Currently the customer service agents need to respond to each and every case separately, which takes a line amount of time. They would like to be able to collect these cases together and y message that would be received by all customers.
Which incident management feature should the consultant recommend
UMS the direct communication with customers?

A) Broadcast Email
B) Broadcast Site Banner
C) Broadcast Alert

2. The best dashboard in Service Analytics for UC's service report
requirement is Sidebar-By Customer.
Universal Containers (UC) has a requirement to create a service report that contains 50 object references. Which steps should UC take to achieve this?

A) Create 10 service reports Select the objects Combine the service reports
B) Create a Visualforce service report Create objects and fields the Vict into the objects and fields in the report
C) Create a custom report type Select four object relationships Select adal from extra objects

3. The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.
A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.
The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging Which capability should a consultant recommend?

A) Interactive Messaging Components in the Service Connect
B) The Messaging for Agents guided flow in the Service Console
C) Quick Texts for Messaging in the Service Console

4. The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?

A) Configure field-level security to restrict access to sensitive data based on user roles.
B) Implement multi-factor authentication (MFA) for secure agent logins and access.
C) Regularly conduct security audits and vulnerability assessments to identify potential risks.
D) Encrypt customer data at rest and in transit to protect against unauthorized access.

5. The customer needs real-time sentiment analysis during calls. Which third-party integration might be beneficial?

A) Zendesk
B) Google Cloud AI
C) Genesys Cloud CX
D) Zoom

Solutions: