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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer aims to automate repetitive tasks like case escalation. Which functionality can streamline this?

A) Case Escalation Matrix
B) Entitlement Management
C) Omni-Channel Routing
D) Workflow Rules

2. Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?

A) Providing prominent access points to the new knowledge base across various customer-facing channels.
B) Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.
C) All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.
D) Integrating knowledge base articles within relevant chat conversations and case workflows.

3. Universal Containers (UC) has a service report requirement to provide a snapshot of customers, including the service products they are using, case reason, and priority, Which dashboard in Service Analytics should UC use? Sidebar-By

A) Account Profile
B) Customer
C) Open Cases

4. The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

A) Skill-Based Routing
B) Omni-Channel Presence
C) Routing Rules
D) Entitlements

5. You're deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?

A) Defining clear criteria for call escalation based on urgency and wait times.
B) Configuring the rule to trigger automatic notifications and case creation for escalated calls.
C) Testing the escalation rule functionality with test calls and dummy scenarios before deployment.
D) All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.

Solutions: