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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.
How should a consultant implement these requirements?
Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.
Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.
Which recommendation should the consultant make to improve this?

A) Implement Email-to-Case and redirect customers from phone to email
B) Hire more service agents in peak season and meet customer needs on
demand
C) Implement an SMS Digital Channel and redirect customers from phone.

2. The customer desires seamless integration with their existing CRM system. Which functionality bridges this gap?

A) Data Import Wizard
B) Einstein Analytics
C) Partner Integrations
D) Apex Code Development

3. The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.
A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.
The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging Which capability should a consultant recommend?

A) Quick Texts for Messaging in the Service Console
B) The Messaging for Agents guided flow in the Service Console
C) Interactive Messaging Components in the Service Connect

4. The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

A) Customer Effort Score (CES)
B) First Contact Resolution (FCR) Rate
C) Net Promoter Score (NPS)
D) Customer Lifetime Value (CLTV)

5. Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
How should an administrator provision the phone number to support this
functionality?

A) Provision a toll free phone number at least 8 weeks before golive
B) Provision a long code phone number on least 2 weeks before golive
C) Provision a short code phone number at least 8 weeks before golive

Solutions: