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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. You're preparing historical call recordings for migration. Which step helps improve audio quality and accessibility for playback within the new system?

A) Optimizing audio file size while maintaining optimal sound quality for clear playback and analysis.
B) Converting call recordings to a supported audio format compatible with the new Contact Center platform.
C) All of the above, contributing to improved accessibility and analysis capabilities for historical call recordings.
D) Implementing speech-to-text conversion for call recordings and making transcripts available alongside audio files.

2. Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?

A) All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.
B) Providing comprehensive training on the dashboard features and metrics for agents.
C) Making the dashboard easily accessible and readily available within the agent interface.
D) Customizing the dashboard layout and visualizations to align with agent preferences and needs.

3. A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours Which set of functionalities should the consultant research in this case?

A) Messaging for Web and Einstein Bots
B) Web to Chat and Embedded Service
C) Messaging for Web and Embedded Service

4. Based on Ursa Major Solar's goals of strengthening loyalty, increasing case deflection, and improving customer retention, the most suitable Experience Cloud template is the Customer Service template. Here's why:
During a workshop with a client, a consultant is made aware that the client wants to content social media strategy for their Contact Center. They want to allow their customers to message them through Facebook and also require the possibility for the customer to make posts on the company Facebook page. They do not want to create a case for every comment on their Facebook page, as some of the posts do not need a response.
Which set of solutions should the consultant recommend for all the criteria to met?

A) Digital Engagement and Social Studio
B) Social Customer Service and ISV partner solution
C) Digital Engagement and ISV partner solution

5. The best dashboard in Service Analytics for UC's service report
requirement is Sidebar-By Customer.
Universal Containers (UC) has a requirement to create a service report that contains 50 object references. Which steps should UC take to achieve this?

A) Create a custom report type Select four object relationships Select adal from extra objects
B) Create a Visualforce service report Create objects and fields the Vict into the objects and fields in the report
C) Create 10 service reports Select the objects Combine the service reports

Solutions: