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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Design | 29% | - Solution Mapping
|
| Implement | - Contact Center Configuration
| |
| Discovery | 20% | - Requirements Definition
|
Salesforce Contact Center Accredited Professional Sample Questions:
The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?
- A. OmniScript
- B. Process Builder
- C. Knowledge Base
- D. Web Service API
Correct Answer: C 🗳️
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The customer wants to seamlessly integrate their existing CRM system. Which Salesforce feature facilitates this?
- A. Partner Integrations
- B. Data Import Wizard
- C. Process Builder
- D. Apex Code
Correct Answer: A 🗳️
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Validating email functionality involves testing delivery and content accuracy. Which tool helps with email address verification?
- A. Salesforce Reports with filters to identify cases with invalid email addresses.
- B. Data Loader functionality for bulk email address validation against external databases.
- C. Einstein Validation Service for real-time email address verification during data entry.
- D. Salesforce Sandbox environment for sending test emails and verifying recipient details.
Correct Answer: D 🗳️
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For supervisors within a Service Cloud Voice environment using Amazon Connect, the ideal tools to track key performance indicators (KPIs) like calls answered, average handle time, and average speed to answer are:
Which functionality should a consultant recommend when a client wants to improve their service level quality and automatically push cases to an account's dedicated service agent?
- A. Omni Channel Flows
- B. Case Assignment Rule
- C. Skill-Based Routing Rules
Correct Answer: A 🗳️
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Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?
- A. Conducting pre-migration security audits and vulnerability assessments of both platforms.
- B. Configuring data encryption for transferred information and user access with multi-factor authentication.
- C. All of the above, contributing to a secure and controlled migration process with robust data protection.
- D. Establishing clear data ownership and access rights for users across the old and new platforms.
Correct Answer: C 🗳️
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