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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

You're validating performance requirements for the deployed system. Which tool helps assess system responsiveness and handle load testing?

A. Monitoring agent feedback and user experience reports for any performance issues or service delays after deployment.
B. All of the above, providing a holistic view of system performance and adherence to defined responsiveness and load handling requirements.
C. Utilizing performance testing tools to simulate user activity and analyze response times, throughput, and stability under load.
D. Analyzing system logs and resource utilization data to identify performance bottlenecks and resource constraints.

Question 2

Which standard field options should a consultant recommended form for In-App Messaging?

A. First Name, Last Name, Emil Subject
B. First Name Last Name Email Account Number
C. First Name, Last Name, Email Order Number

Question 3

The consultant needs to specify the Inbound Flow Action in the channel
setting, in addition to selecting the flow, to use the Omni-Channel flow for the Enhanced Bot.
During a workshop, management at a company explains that its contact
center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general queue, where the agents pick up the case manually.
Management would like available agents to receive the cases automatically so they do not pick cases. They also require that if the case cannot be directed to the correct agent, there is a fallback option. The agent can be assigned cases from different channels and would like this incorporated into the routing model.
Which setting in Email-to-Case should a consultant recommend the
company utilize?

A. Task Settings
B. Flow Settings
C. Case Owner Settings

Question 4

The reason why the work that was already in the queue is not being pushed to agents is:
The "Apply to existing records in queue" option was not selected.
At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?

A. Use Quick Text to allow agents to create personal Quick Texts for answers they alternate
B. Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions
C. A Use Slack to allow agents to share best practices in responding to customer questions

Question 5

Validating messaging channel functionality involves testing message delivery and content accuracy. Which tool helps with this?

A. Conducting user testing sessions with real customers to gather feedback on the messaging experience and content clarity.
B. Utilizing third-party testing tools like Twilio Sandbox or MessageBird to send test messages and verify delivery.
C. Monitoring chat logs and transcripts within Salesforce to review message content and delivery status.
D. All of the above, offering a comprehensive approach to validate message delivery, content accuracy, and user experience.

Solutions: