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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?

A) User satisfaction surveys and agent feedback on the new system.
B) Number of features or functionalities implemented within the system.
C) Resource utilization and infrastructure costs associated with running the Contact Center.
D) System availability and uptime per customer expectations and service level agreements (SLAs).

2. The customer needs flexibility for future modifications to workflows and processes. Which design approach promotes maintainability?

A) Utilize external applications and extensive third-party integrations for various functionalities.
B) Design rigid workflows with limited room for future adjustments or customizations.
C) Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation.
D) Develop complex custom code for every functionality to achieve specific needs.

3. Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?

A) Process Builder sequences triggering automated case creation and assignment based on data triggers.
B) Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
C) All of the above, working together for dynamic case assignment and escalation based on context and urgency.
D) Case Assignment Rules using predefined criteria to direct cases to specific queues or agents.

4. A project sponsor has informed a consultant that customer satisfaction is their top..
Which Contact Center metric should the consultant prioritize improving?

A) Average Handle Time
B) First Call Resolution(correct)
C) Average Wait Time

5. Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:
Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.
Which set of features/capabilities will help UMS achieve this?

A) Service Cloud Voice, Omni-Channel, Service Console
B) Case Classification, Omni-Channel, Einstein Bots
C) Service Cloud Voice, Feedback Management, Einstein Boss

Solutions: