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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the

A) Facebook Messenger
B) SMS
C) Messaging for Wed

2. You're deploying a new AI-powered virtual assistant for initial customer inquiries. Which cut-over requirement helps maintain customer trust and transparency?

A) All of the above, contributing to a responsible and trustworthy AI implementation for customer support.
B) Training the virtual assistant on diverse customer data and common language variations for accuracy.
C) Clearly disclosing the use of AI and providing options for human interaction when needed.
D) Monitoring interactions and measuring the virtual assistant's effectiveness in resolving customer issues.

3. The desired process of reassigning cases to a higher support tier when SLA timelines are breached.
Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to
accomplish this?

A) Pause/Resume Call Recording
B) Hierarchical Sharing Settings on Calls
C) Collaboration on Call Recordings

4. You're deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?

A) Defining clear criteria for call escalation based on urgency and wait times.
B) Testing the escalation rule functionality with test calls and dummy scenarios before deployment.
C) Configuring the rule to trigger automatic notifications and case creation for escalated calls.
D) All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.

5. You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?

A) Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
B) Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.
C) Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
D) All of the above, providing options for diverse bot functionalities and integration flexibility.

Solutions: