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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. 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) Number of Overdue Cases
C) Case Backlog Volume
D) SLA Adherence Rate

2. Your KPIs include measuring agent utilization rates. Which metric best reflects this?

A) Agent login duration divided by the total active work time on cases or chats.
B) All of the above, depending on the desired scope and granularity of agent utilization measurement.
C) Number of cases handled by an agent during a specific period.
D) Time spent by an agent on various activities throughout the workday.

3. The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?

A) The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the
B) Create a flow that references the custom object.
C) Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object

4. Your project requires migrating customer data with multiple language variations. Which data preparation step helps maintain language consistency and accuracy?

A) All of the above, contributing to a seamless transition with accurate representation of multilingual customer data.
B) Configuring the new system to recognize and handle different language formats and encoding standards for accurate import.
C) Manually reviewing and verifying the language and character consistency of customer data before migration.
D) Utilizing data validation rules to flag and correct inconsistencies in customer record language formats and character sets.

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: