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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer requires secure access control for sensitive customer dat
a. Which functionality is most important?

A) Field-Level Security
B) Two-Factor Authentication (2FA)
C) Encrypted Case Histories

2. The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?

A) Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object
B) Create a flow that references the custom object.
C) The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the

3. You have identified two personas for your Contact Center: experienced agents and new hires. How can future functionality cater to both groups?

A) Design a flexible interface that adapts to different skill levels and learning styles.
B) Develop advanced automation tools for experienced agents and basic training resources for new hires.
C) Implement separate knowledge bases with content tailored to each persona's experience level.
D) Offer personalized dashboards with relevant metrics and performance insights for each agent.

4. Your scenario involves routing calls based on language spoken. Which feature facilitates this?

A) Omni-Channel routing with skill mapping based on agent language proficiency.
B) Integrated Speech-to-Text (STT) and language identification tools for real-time routing.
C) Phone Numbers configured with specific languages and automatic call routing.
D) Custom Apex code defining language detection and routing logic.

5. To ensure a successful digital transformation with a multi-channel strategy, engaging the right stakeholders during the discovery phase is crucial.
Here's the breakdown of the options and why the most suitable choice is:
Option 3: VP of Customer Experience; VP of Service; IT Leadership.
Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?

A) Average handling time, number of calls answered, customer satisfaction an training time
B) Average response time, cost per call, deflection rate, and employee training lime
C) Revenue growth number of repeat customers, net promoter source, and employer le

Solutions: