Salesforce Contact Center Accredited Professional : AP-226

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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?

A) Utilize Omni-Channel Routing to unify case routing and agent availability across channels.
B) Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.
C) Configure a Knowledge Base with searchable articles andFAQs for self-service options.
D) Implement the Customer Community for forum discussions and support ticket submission.

2. You're deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?

A) All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.
B) Training agents on using the social media listening tool to effectively engage with customers and address concerns.
C) Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.
D) Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.

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

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

4. The customer needs real-time sentiment analysis during calls. Which third-party integration might be beneficial?

A) Google Cloud AI
B) Zoom
C) Zendesk
D) Genesys Cloud CX

5. Universal Containers (UC) requires agents to use their mobile devices as part of the daily operations. In order to do that, agents need a service app that can be published on AppExchange. Which kind of environment should UC use to develop and deploy this app on Appexchange?

A) Source org
B) Sandbox
C) Scratch org (correct)

Solutions: