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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement | - Contact Center Configuration
| |
| Topic 2: Design | 29% | - Solution Mapping
|
| Topic 3: Discovery | 20% | - Customer Use Case Analysis
|
Salesforce Contact Center Accredited Professional Sample Questions:
The company aims to reduce operational costs. Which KPI is most relevant to track their progress?
- A. Average Cost per Case (CPAC)
- B. Employee Turnover Rate
- C. Agent Resolution Rate
- D. Customer Acquisition Cost (CAC)
Correct Answer: A 🗳️
Explanation: Only visible for VCE4Plus members. You can sign-up / login (it's free).
The scope includes integration with legacy systems. Which factor should be carefully considered in the release plan?
- A. The availability and responsiveness of IT teams responsible for legacy systems.
- B. Development of custom Apex code for data exchange with legacy systems.
- C. Potential data migration challenges and ensuring data integrity during integration.
- D. All of the above, requiring careful planning and consideration for potential complexities.
Correct Answer: D 🗳️
Explanation: Only visible for VCE4Plus members. You can sign-up / login (it's free).
The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?
- A. Average Contact Handle Time (AHT)
- B. Case Resolution Rate
- C. Customer Satisfaction (CSAT) Score
- D. Number of Resolved Cases
Correct Answer: C 🗳️
Explanation: Only visible for VCE4Plus members. You can sign-up / login (it's free).
The consultant should suggest UMS configure its Experience Cloud site to support the desired chat routing using the following approach:
Pass in the User ID field as a hidden pre-chat field and check the value of that field in an Omni-Channel flow to determine the routing destination.
The customer service manager at Universal Containers wants to implement a process to ensure cases that are not resolved in time get brought to the attention of more experienced service agents. A consultant has proposed to implement case escalation rules for this. Which best practice should the consultant observe when configuring case escalation rules?
- A. Put the most complex escalation Rule Entry at the end of the sort order to improve system performance.
- B. Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met a case still gets evaluated.
- C. Create a maximum of 25 Rule Entries to make the escalation rules easy to maintain for an administrator.
Correct Answer: B 🗳️
Explanation: Only visible for VCE4Plus members. You can sign-up / login (it's free).
Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.
How should a consultant implement these requirements?
Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.
Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.
Which recommendation should the consultant make to improve this?
- A. Hire more service agents in peak season and meet customer needs on
demand - B. Implement Email-to-Case and redirect customers from phone to email
- C. Implement an SMS Digital Channel and redirect customers from phone.
Correct Answer: A 🗳️
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