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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The consultant should recommend the company utilize Flow Settings in
Email-to-Case to meet their requirements.
A customer service manager wants to implement a process where a case
gets reassigned to a higher support tier if it is not resolved within a given service-level agreement (SLA) timeline.
Which solution should a consultant propose to set this process up?

A) Create a Quick Action for escalating a case and set up Conditional
Visibility Rude to show the Quick Action after a case has passed SLA times Create a record-triggered flow that gives cases an escalated status if it is still open a pa A times.
B) Create an Escalation Rule Entry and configure it so that cases get an escalated status of the case is still open after passing SLA times.
C) The consultant should propose creating an Escalation Rule Entry to set up

2. The IT team wants to integrate Salesforce with their existing CRM system. Which future functionality would facilitate this?

A) Develop custom Apex code to synchronize data between the two systems.
B) Migrate all Contact Center data into the existing CRM system to avoid integration complexity.
C) Implement point-to-point integrations with unique data mappings for each field.
D) Utilize standard Salesforce connectors and APIs for seamless data exchange.

3. Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?

A) Configure separate queues for each channel with specific business hours.
B) Utilize dynamic agent availability and presence routing across all channels.
C) Set automatic case deflection rules for common issues on chat after business hours.
D) Implement a third-party chat solution with 24/7 availability integration.

4. Universal Containers (UC) has been working on a Digital Engagement
implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC's current environments are listed below.
* Production Org
* Test Sandbox
* Developer Sandbox
Which environments should have a two-way deployment connection in this
scenario

A) Test Sandbox and Developer Sandbox
B) Developer Sandbox and Production
C) Production Ong and Test Sandbox

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

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

Solutions: