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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. Your deployment involves integrating a new chat platform. Which data migration preparation step ensures seamless continuity for ongoing chat conversations?

A) Configuring the new platform to automatically migrate open chat sessions in progress during the cut-over period.
B) Importing historical chat transcripts and associating them with corresponding cases or customer profiles.
C) All of the above, contributing to a smooth transition with minimal disruption to ongoing chat interactions.
D) Testing data migration with sample chat sessions and verifying accurate transfer of conversation details and context.

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

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

3. Your bot design includes handoff to live agents for complex inquiries. Which feature facilitates this seamless transition?

A) Supervisor Console allowing supervisors to manually transfer chat sessions to specific agents.
B) All of the above, providing various options for smooth and informed handoff from bot to agent interactions.
C) Contextual handoff functionality preserving chat history and customer information for the agent.
D) Escalation Rules automatically transferring chat sessions to agents based on defined criteria.

4. I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.
Ursa Major Solar has implemented Service Cloud Voice. After using it for several months, the customer service manager notices that agents rarely create a note that summarizes what was discussed during a phone call.
This has made it difficult to get an overview of what happened on a case.
What should a consultant suggest to help resolve this challenge?

A) A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time
B) Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.
C) Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up

5. The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?

A) Process Builder
B) Web Service API
C) OmniScript
D) Knowledge Base

Solutions: