Exam Name: Contact Center Accredited Professional
Certification Provider: Salesforce
Corresponding Certification: Accredited Professional Certification
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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Design | 29% | - Implementation Planning
|
| Topic 2: Deploy | 10% | - Deployment Planning
|
| Topic 3: Discovery | 20% | - Business Requirements
|
| Topic 4: Implement | 41% | - Communication Channels
|
Salesforce Contact Center Accredited Professional Sample Questions:
The customer wants automated case escalation based on specific criteri
a. Which data model element plays a key role?
- A. Process Builder sequences defining escalation actions and notifications.
- B. Workflow Rules configured with escalation steps and case field conditions.
- C. Custom fields capturing escalation triggers like priority or SLA breaches.
- D. Entitlements specifying service level agreements and associated escalation rules.
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Your deployment involves migrating historical case dat
a. Which data preparation step helps maintain case history and audit trails accurately?
- A. Testing case history access and audit trail functionality to verify accurate retrieval and display of historical information.
- B. Transferring all available case data, including comments, attachments, and activity logs, during the migration process.
- C. All of the above, contributing to a complete and accessible migration of historical case data with preserved context and audit trails.
- D. Configuring the new system to preserve chronological order and timestamps associated with historical case events.
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You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?
- A. Salesforce Reporting with basic filters and data grouping for analysis.
- B. Einstein Analytics with advanced data blending, predictive modeling, and visual storytelling capabilities.
- C. All of the above, depending on the desired level of data exploration, predictive insights, and visual representations.
- D. Omni-Channel dashboards providing real-time insights and basic trend visualization.
Explanation: Only visible for ActualTestsIT members. You can sign-up / login (it's free).
The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?
- A. Customer Effort Score (CES)
- B. Case Volume Deflection Rate
- C. Web Chat Engagement Rate
- D. Number of Knowledge Base Articles Viewed
Explanation: Only visible for ActualTestsIT members. You can sign-up / login (it's free).
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. All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.
- B. Testing the escalation rule functionality with test calls and dummy scenarios before deployment.
- C. Defining clear criteria for call escalation based on urgency and wait times.
- D. Configuring the rule to trigger automatic notifications and case creation for escalated calls.
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