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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?

A) Sending test emails with sample data sets and manually checking for merge field accuracy.
B) Reviewing email delivery logs and checking for errors or missing data in merged fields.
C) Utilizing pre-configured Salesforce test cases for email merge field functionality.
D) Implementing Apex triggers to validate data integrity before triggering email sending actions.

2. To comply with the "Eliminate duplicate email attachments" setting while processing PDFs in a high-volume email environment, the consultant should consider this approach:
Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation.
How should a consultant recommend UC configure this solution?

A) Set up the organization's default business hours and set up another set of business ho the second option
B) Set up the organization's default business hours and create an escalation rule where the case matches the criteria associated with different business hours.
C) Create an Apex trigger that checks the default business hours and the business hours on an escalation.

3. Your deployment involves integrating a new chat platform. Which data migration preparation step ensures seamless continuity for ongoing chat conversations?

A) Configuring the new platform to automatically migrate open chat sessions in progress during the cut-over period.
B) All of the above, contributing to a smooth transition with minimal disruption to ongoing chat interactions.
C) Testing data migration with sample chat sessions and verifying accurate transfer of conversation details and context.
D) Importing historical chat transcripts and associating them with corresponding cases or customer profiles.

4. 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) Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form
B) Business Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow
C) Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment

5. Your KPIs include tracking customer satisfaction ratings for specific channels. Which feature facilitates this?

A) Einstein Feedback Surveys automatically sent based on interaction events and collecting customer feedback.
B) Custom Apex development for integrating third-party survey platforms into the Contact Center workflow.
C) All of the above, depending on the desired survey integration level and automation requirements.
D) Surveys triggered after case closure based on case closure rules or manual initiation.

Solutions: