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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?

A. Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.
B. Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.
C. Documenting API configurations and connection details for external integrations after successful migration and testing.
D. All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.

Question 2

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

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

Question 3

The consultant needs to specify the Inbound Flow Action in the channel
setting, in addition to selecting the flow, to use the Omni-Channel flow for the Enhanced Bot.
During a workshop, management at a company explains that its contact
center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general queue, where the agents pick up the case manually.
Management would like available agents to receive the cases automatically so they do not pick cases. They also require that if the case cannot be directed to the correct agent, there is a fallback option. The agent can be assigned cases from different channels and would like this incorporated into the routing model.
Which setting in Email-to-Case should a consultant recommend the
company utilize?

A. Flow Settings
B. Case Owner Settings
C. Task Settings

Question 4

You're deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?

A. Defining clear criteria for call escalation based on urgency and wait times.
B. Configuring the rule to trigger automatic notifications and case creation for escalated calls.
C. All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.
D. Testing the escalation rule functionality with test calls and dummy scenarios before deployment.

Question 5

Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

A. Quality assurance reviews by internal teams or external testing services to validate content accuracy.
B. User feedback surveys and rating systems on Knowledge articles to gather direct customer input.
C. All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience.
D. Salesforce Reports with filters for user searches and article views to assess popularity and engagement.

Solutions: