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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The most suitable set of solutions for the client's requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.
A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company's main strategy is to enhance customer satisfaction and loyalty while streamlining costs.
Which set of key performance indicators (KPIs) should the consultant
prioritize to measure the success of the Contact Center implementation?

A) A Average response time, cost per call deflection rate, and employee training time
B) Revenue growth, number of repeat customers, net promoter score, and employment
C) Average handling time, number of calls answered, customer satisfaction sure and employer training time

2. Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?

A) All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.
B) Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.
C) Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.
D) Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.

3. Which standard field options should a consultant recommended form for In-App Messaging?

A) First Name, Last Name, Emil Subject
B) First Name, Last Name, Email Order Number
C) First Name Last Name Email Account Number

4. You need to migrate complex workflows from your legacy system. Which tool facilitates this?

A) All of the above, depending on the complexity and specific functionalities of the migrating workflows.
B) Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
C) Flow Builder with visual development environment for building complex automation and logic flows.
D) Apex code development for custom scripting and advanced workflow logic implementation.

5. The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?

A) Resource utilization and infrastructure costs associated with running the Contact Center.
B) Number of features or functionalities implemented within the system.
C) User satisfaction surveys and agent feedback on the new system.
D) System availability and uptime per customer expectations and service level agreements (SLAs).

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