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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the

A) Facebook Messenger
B) Messaging for Wed
C) SMS

2. You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?

A) Ignoring minor inconsistencies to avoid delaying the migration timeline.
B) All of the above, depending on the severity and impact of the data inconsistencies encountered.
C) Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors.
D) Implementing data cleansing scripts or manual data correction within Salesforce.

3. Your deployment involves migrating historical case dat
a. Which data preparation step helps maintain case history and audit trails accurately?

A) Configuring the new system to preserve chronological order and timestamps associated with historical case events.
B) Transferring all available case data, including comments, attachments, and activity logs, during the migration process.
C) Testing case history access and audit trail functionality to verify accurate retrieval and display of historical information.
D) All of the above, contributing to a complete and accessible migration of historical case data with preserved context and audit trails.

4. Where should the consultant point the agent to access the all transcript?

A) Amazon Connect Dashboard
B) Caller Contact record in Salesforce
C) conversation Component in Service Console

5. You're validating performance requirements for the deployed system. Which tool helps assess system responsiveness and handle load testing?

A) Utilizing performance testing tools to simulate user activity and analyze response times, throughput, and stability under load.
B) Monitoring agent feedback and user experience reports for any performance issues or service delays after deployment.
C) All of the above, providing a holistic view of system performance and adherence to defined responsiveness and load handling requirements.
D) Analyzing system logs and resource utilization data to identify performance bottlenecks and resource constraints.

Solutions: