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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. Universal Containers (UC) has been working on a Digital Engagement
implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC's current environments are listed below.
* Production Org
* Test Sandbox
* Developer Sandbox
Which environments should have a two-way deployment connection in this
scenario

A) Developer Sandbox and Production
B) Production Ong and Test Sandbox
C) Test Sandbox and Developer Sandbox

2. The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?

A) Business Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow
B) Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form
C) Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment

3. You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?

A) Pre-populating agent dashboards with relevant information about incoming social media interactions.
B) Ensuring seamless continuity of ongoing social media conversations during the cut-over process.
C) Automating case creation and assignment based on social media message content and customer profiles.
D) All of the above, contributing to a smooth and efficient transition for handling social media inquiries.

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

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

5. The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?

A) Configure skill-based routing with agent profiles mapped to specific languages and specialties.
B) Utilize presence-based routing to connect available agents regardless of expertise.
C) Emphasize case escalation based on SLA breaches and time to resolution.
D) Implement round-robin routing to distribute cases evenly among agents.

Solutions: