Salesforce AP-226

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Salesforce Contact Center Accredited Professional Sample Questions:

1. You need to integrate external systems for additional data enrichment within cases. Which tool facilitates this?

A) Flow Builder with pre-built connectors and actions for integration with various external data sources.
B) Salesforce Connect for establishing secure and centralized connectivity with a broader range of external systems.
C) All of the above, providing options for integrating external data sources and enriching case information for informed decision-making.
D) Apex code development for custom integrations with specific external systems and data retrieval.

2. The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?

A) Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.
B) Implement custom dashboards with visualizations of overall case volume and agent performance.
C) Configure reports with filters to break down case resolution times by agent and case priority.
D) Develop custom fields and reports to categorize cases by product and track resolution times per category.

3. Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow
ramp-up time for UMS's junior agents to handle only two chat requests at a time?

A) Routing Configuration.
B) Create and assign a new Presence Configuration. Create and apply a new
C) Create and assign a new Presence Status

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

5. Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?

A) All of the above, promoting operational efficiency and minimizing unnecessary resource usage.
B) Develop custom dashboards for detailed agent performance analysis and identify areas for improvement.
C) Offer self-service options and chatbots to deflect simple inquiries and reduce call volume.
D) Implement automated case categorization and routing to optimize agent utilization.

Solutions: