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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?

A. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.
B. Data Quality Rules automatically highlighting inconsistencies and missing information in case fields.
C. Reporting tools showing trends and patterns in case data entry and field values.
D. Case History related list displaying all updates and changes made to a specific case record.

Question 2

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?

A. Messaging for In-App
B. SMS Messaging
C. Facebook Messenger

Question 3

Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?

A. Configuring queues with specific skills and availability requirements.
B. All of the above, working together for optimal Omni-Channel routing.
C. Implementing presence-based routing based on agent availability.
D. Developing custom Apex code for routing logic.

Question 4

Your design outlines automated case escalation based on criteri
a. Which tool facilitates rule-based escalation?

A. Escalation Rules with conditions based on case priority, time to resolution, and other metrics.
B. Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria.
C. Both (b) and (c), offering flexible options for automated case escalation based on rules.
D. Custom Apex code defining escalation logic and actions.

Question 5

Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?

A. Phased deployment migrating agents and customer access in groups to minimize service interruption.
B. Cutover deployment with a temporary system switch during scheduled maintenance time for minimal disruption.
C. All of the above, depending on the platform integration complexity and desired downtime window.
D. Parallel deployment running both platforms simultaneously until full migration to the new system.

Solutions: