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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:
Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.
Which set of features/capabilities will help UMS achieve this?

A) Case Classification, Omni-Channel, Einstein Bots
B) Service Cloud Voice, Omni-Channel, Service Console
C) Service Cloud Voice, Feedback Management, Einstein Boss

2. The customer needs flexibility for future modifications to workflows and processes. Which design approach promotes maintainability?

A) Develop complex custom code for every functionality to achieve specific needs.
B) Design rigid workflows with limited room for future adjustments or customizations.
C) Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation.
D) Utilize external applications and extensive third-party integrations for various functionalities.

3. While the stakeholders might not be familiar with the term "Continuous Integration," outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily convince them of its value for the Contact Center project. Here are some specific points to highlight Ursa Major Solar wants a consultant to design a solution that will blow its customers take detailed questions about a product's functionality. The customer should be able subject-matter experts and interact with IT support through available channels in real time.
Which feature should the consultant use to accomplish this?

A) Mass Email
B) Experience Site
C) Public Groups

4. Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

A) Omni-Channel Presence States indicating online and offline agent status for different channels.
B) Presence-based routing automatically assigning tasks based on agent availability.
C) All of the above, working together for optimal multi-channel task assignment and routing.
D) Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.

5. Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?

A) Workflow Rules automatically triggering deduplication logic based on specific data fields.
B) All of the above, working together to prevent duplicate records and ensure data integrity after migration.
C) Matching rules defining criteria for identifying and merging duplicate records.
D) Data Import Wizard with duplicate prevention settings during bulk data importing.

Solutions: