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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Deploy | 10% | - Validation and Migration
|
| Topic 2: Implement | 41% | - Data and Migration
|
| Topic 3: Design | 29% | - Contact Center Capabilities
|
| Topic 4: Discovery | 20% | - Customer Use Cases and Stakeholders
|
Salesforce Contact Center Accredited Professional Sample Questions:
The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?
- A. Resource utilization and infrastructure costs associated with running the Contact Center.
- B. System availability and uptime per customer expectations and service level agreements (SLAs).
- C. Number of features or functionalities implemented within the system.
- D. User satisfaction surveys and agent feedback on the new system.
Correct Answer: B 🗳️
Explanation: Only visible for PrepAwayTest members. You can sign-up / login (it's free).
The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.
An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue What is the reason for the work that was already in the queue not being pushed to agents?
- A. The type of work that was in the queue is not in the Selected Objects list on the queue under Supported Objects
- B. The Apply to existing records in queue option was not selected.
- C. Records that exist in a queue prior to Omni-Channel routing activation will not be pushed to an agent.
Correct Answer: C 🗳️
Explanation: Only visible for PrepAwayTest members. You can sign-up / login (it's free).
The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?
- A. Business Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow - B. Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form
- C. Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment
Correct Answer: C 🗳️
Explanation: Only visible for PrepAwayTest members. You can sign-up / login (it's free).
The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?
- A. Average Time to Answer (ATA)
- B. Case Backlog Volume
- C. SLA Adherence Rate
- D. Number of Overdue Cases
Correct Answer: C 🗳️
Explanation: Only visible for PrepAwayTest members. You can sign-up / login (it's free).
Your project requires migrating custom objects and their associated dat a. Which data preparation step helps maintain field-level validation rules and triggers?
- A. Configuring the new system to automatically recognize and apply existing field-level validation rules and triggers during data migration.
- B. All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects.
- C. Exporting custom objects and data along with associated validation rules and trigger definitions for import into the new system.
- D. Manually reviewing and verifying the accuracy and functionality of imported validation rules and triggers after data migration.
Correct Answer: B 🗳️
Explanation: Only visible for PrepAwayTest members. You can sign-up / login (it's free).
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