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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this?

A) Reports & Dashboards
B) Analytics Cloud
C) Einstein Bots
D) Einstein Discovery

2. The legal team emphasizes data security and compliance. How can future functionality address this?

A) Conduct regular security audits and vulnerability assessments to identify potential risks.
B) All of the above, combined for a comprehensive approach to data security and compliance.
C) Encrypt customer data at rest and in transit to protect against unauthorized access.
D) Implement field-level security to restrict access to sensitive data based on user roles and permissions.

3. The scope includes integration with legacy systems. Which factor should be carefully considered in the release plan?

A) All of the above, requiring careful planning and consideration for potential complexities.
B) Potential data migration challenges and ensuring data integrity during integration.
C) Development of custom Apex code for data exchange with legacy systems.
D) The availability and responsiveness of IT teams responsible for legacy systems.

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

5. The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized?

A) Omni-Channel Routing
B) Field-Level Security
C) Einstein Analytics
D) Knowledge Base

Solutions: