Salesforce Accredited Professional Certification AP-226

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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

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

2. To comply with the "Eliminate duplicate email attachments" setting while processing PDFs in a high-volume email environment, the consultant should consider this approach:
Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation.
How should a consultant recommend UC configure this solution?

A) Create an Apex trigger that checks the default business hours and the business hours on an escalation.
B) Set up the organization's default business hours and create an escalation rule where the case matches the criteria associated with different business hours.
C) Set up the organization's default business hours and set up another set of business ho the second option

3. You need to validate call recording functionality. Which Salesforce tool assists with this?

A) Utilizing the Call History related list on Case records to access and play recordings.
B) Monitoring call logs and reports within Salesforce for recorded call availability.
C) Configuring Voice Call Transcripts to generate automatic text summaries of recorded calls.
D) All of the above, providing various options for accessing, playing, and reviewing call recordings.

4. The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?

A) Providing regular system updates and patches to address bugs and improve performance.
B) Conducting periodic user training sessions to familiarize users with new features and updates.
C) Establishing a support channel for reporting issues and troubleshooting technical problems.

5. The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?

A) Configure reports with filters to break down case resolution times by agent and case priority.
B) Implement custom dashboards with visualizations of overall case volume and agent performance.
C) Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.
D) Develop custom fields and reports to categorize cases by product and track resolution times per category.

Solutions: