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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The required configurations for the client's requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to the contact center, which contain many PDF files, In general, the email communication back and forth with the customer is high. They do not want to duplicate the PDFs every time a new email's received in the same email thread.
When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.
How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?

A) Attachments
B) Custom file storage solution
C) Salesforce Files

2. Your project requires migrating customer data with multiple language variations. Which data preparation step helps maintain language consistency and accuracy?

A) Configuring the new system to recognize and handle different language formats and encoding standards for accurate import.
B) Utilizing data validation rules to flag and correct inconsistencies in customer record language formats and character sets.
C) Manually reviewing and verifying the language and character consistency of customer data before migration.
D) All of the above, contributing to a seamless transition with accurate representation of multilingual customer data.

3. The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?

A) User satisfaction surveys and agent feedback on the new system.
B) Number of features or functionalities implemented within the system.
C) System availability and uptime per customer expectations and service level agreements (SLAs).
D) Resource utilization and infrastructure costs associated with running the Contact Center.

4. To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter's limitations:
A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.
Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

A) Average Handle Time
B) Average Resolution Time
C) Average Cases per Agent

5. Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?

A) All of the above, providing various options for building and integrating chatbots into your self-service experience.
B) Einstein Bots with natural language processing and conversational AI capabilities.
C) Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.
D) Flow Builder with chatbot elements for building conversational interfaces within flows.

Solutions: