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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Design | 29% | - Solution Mapping
|
| Topic 2: Implement | - Contact Center Configuration
| |
| Topic 3: Discovery | 20% | - Success Metrics
|
Salesforce Contact Center Accredited Professional Sample Questions:
You need to migrate complex workflows from your legacy system. Which tool facilitates this?
- A. Flow Builder with visual development environment for building complex automation and logic flows.
- B. Apex code development for custom scripting and advanced workflow logic implementation.
- C. All of the above, depending on the complexity and specific functionalities of the migrating workflows.
- D. Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
Correct Answer: C 🗳️
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Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?
- A. All of the above, depending on the complexity of the desired IVR functionalities.
- B. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.
- C. Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.
- D. Process Builder sequences defining IVR menus and routing options based on caller selections.
Correct Answer: B 🗳️
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Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?
- A. Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.
- B. All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.
- C. Documenting API configurations and connection details for external integrations after successful migration and testing.
- D. Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.
Correct Answer: B 🗳️
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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. Sandbox
- B. Source org
- C. Scratch org (correct)
Correct Answer: C 🗳️
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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
Correct Answer: A 🗳️
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