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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?

A) Implement the Customer Community for forum discussions and support ticket submission.
B) Utilize Omni-Channel Routing to unify case routing and agent availability across channels.
C) Configure a Knowledge Base with searchable articles andFAQs for self-service options.
D) Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.

2. The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?

A) Configure field-level security to restrict access to sensitive data based on user roles.
B) Encrypt customer data at rest and in transit to protect against unauthorized access.
C) Regularly conduct security audits and vulnerability assessments to identify potential risks.
D) Implement multi-factor authentication (MFA) for secure agent logins and access.

3. The best set of functionalities for the client's needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specific requirements.

A) As part of the project governance, Ursa Major Solar has decided to use Agle Development Principles. One of the project stakeholders has come to a consultant to explain to them a more detail the 12 agile principles.
What is one of the agile principles?
B) Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools
C) A consultant is preparing post-implementation training material for the agents and supervisors. Agents will need to use the cell transcript
D) All three options you listed are actually Agile principles! Agile Development emphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here's a breakdown of each option:

4. Your design outlines automated case escalation based on criteri
a. Which tool facilitates rule-based escalation?

A) Both (b) and (c), offering flexible options for automated case escalation based on rules.
B) Custom Apex code defining escalation logic and actions.
C) Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria.
D) Escalation Rules with conditions based on case priority, time to resolution, and other metrics.

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

Solutions: