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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. 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) Customer
B) Open Cases
C) Account Profile

2. I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.
Ursa Major Solar has implemented Service Cloud Voice. After using it for several months, the customer service manager notices that agents rarely create a note that summarizes what was discussed during a phone call.
This has made it difficult to get an overview of what happened on a case.
What should a consultant suggest to help resolve this challenge?

A) A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time
B) Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.
C) Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up

3. I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the

A) SMS
B) Facebook Messenger
C) Messaging for Wed

4. You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?

A) Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
B) Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.
C) All of the above, providing options for diverse bot functionalities and integration flexibility.
D) Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.

5. The customer wants to seamlessly integrate their existing CRM system. Which Salesforce feature facilitates this?

A) Process Builder
B) Apex Code
C) Data Import Wizard
D) Partner Integrations

Solutions: