Exam Name: Contact Center Accredited Professional
Certification Provider: Salesforce
Corresponding Certification: Accredited Professional Certification
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Contact Center Accredited Professional: AP-226 Exam Premium File as PDF & Test Engine
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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:
1. The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?
A) Customer Effort Score (CES)
B) Web Chat Engagement Rate
C) Case Volume Deflection Rate
D) Number of Knowledge Base Articles Viewed
2. The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?
A) Salesforce Flow
B) LiveChat
C) Einstein Bots
D) DocuSign
3. Your customer wants to improve agent productivity. Which future functionality could be most impactful?
A) Implement knowledge base suggestions and AI-powered case deflection tools.
B) Integrate self-service options and chatbots for simple customer inquiries.
C) Develop automated workflows for repetitive tasks and case escalations.
D) All of the above, empowering agents with streamlined tools and automated processes.
4. The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?
A) Case Backlog Volume
B) Number of Overdue Cases
C) SLA Adherence Rate
D) Average Time to Answer (ATA)
5. Universal Containers (UC) has been working on a Digital Engagement
implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC's current environments are listed below.
* Production Org
* Test Sandbox
* Developer Sandbox
Which environments should have a two-way deployment connection in this
scenario
A) Production Ong and Test Sandbox
B) Test Sandbox and Developer Sandbox
C) Developer Sandbox and Production
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: A |
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