Salesforce AP-226 : Contact Center Accredited Professional

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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question #1
The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this?

A. Einstein Discovery
B. Analytics Cloud
C. Einstein Bots
D. Reports & Dashboards

Question #2
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow
ramp-up time for UMS's junior agents to handle only two chat requests at a time?

A. Create and assign a new Presence Status
B. Routing Configuration.
C. Create and assign a new Presence Configuration. Create and apply a new

Question #3
You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?

A. All of the above, providing options for diverse bot functionalities and integration flexibility.
B. Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
C. Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.
D. Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.

Question #4
Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?

A. Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
B. All of the above, working together for dynamic case assignment and escalation based on context and priority.
C. Case Assignment Rules defining criteria for routing cases to specific queues or agents.
D. Process Builder sequences triggering automated case creation and assignment based on data triggers.

Question #5
While some of your suggestions aim to address Ursa Major Solar's need to accommodate new agents during peak season, they raise potential concerns and might not be the most optimal approach. Here's a breakdown:
Ursa Major Solar (UMS) is implementing Email-to-Case in its ...
Salesforce notaro which it has used in the past 2 years as its Case
Management system, to place is the party Email Channel provider. UMS is excited to learn about the artificial in capability in Einstein Case Classification and would like to prioritize the capturing the build as must-have After verifying the license, how should a consultant include the Einstein Case Classification capability in the same project?
Add two requirements to the backlog in the current release date
EmailMessage object to meet data requirements for Einstein formal Car
Cassium be up Einstein Case Classification.
Add the requirement to a future release since Einstein rends at least 400 the past 6 months to build the model in Email Channel Add the requirement in the current release as the customer are case records and because of the reed to prontice the manner Classification The most appropriate approach for incorporating Einstein Case Classification into the same project is to:
A) A Add two requirements to the backlog in the current release:
B) Ursa Major Solar has recently seen a big increase in case volume due to the launch of new product.
What should the company do to deflect cases?
Implement an internal knowledge base.
Implement a customer-facing knowledge base Implement a new channel in
SMS. Choose
While both implementing an internal knowledge base and implementing a
customer-facing knowledge base can help deflect cases, the most
impactful choice for Ursa Major Solar is:
Implementing a customer-facing knowledge base.
Ursa Major Solar decided to roll out Einstein Bots in all of the enhanced digital snipe channels for its retail customers, including Facebook Messenger, WhatsApp and Message for In-app and Web. The Salesforce administrators are not sure how many boss they sa and why.
Which recommendation should a consultant make to the Salesforce ..

A. Two bots. Fewer bots means less maintenance and the same can be p and
B. bot. The same Einstein Bot can be deployed to all Enhanced Digital ... that Sent Cloud supports
C. Three bots. One bot per channel will provide a chunne specific customer..

Solutions: