Exam Name: Contact Center Accredited Professional
Certification Provider: Salesforce
Corresponding Certification: Accredited Professional Certification
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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Deploy & Optimize | 10% | - Plan deployment and change management - Perform testing and validation - Monitor performance and optimize operations |
| Topic 2: Design | 35% | - Plan agent workspace and user experience - Design self-service and knowledge base integration - Design omni-channel routing and assignment logic - Plan voice and digital engagement implementation |
| Topic 3: Build & Configure | 35% | - Set up Omni-Channel and routing rules - Configure Service Cloud and Contact Center features - Configure reporting, dashboards, and analytics - Implement Service Cloud Voice and telephony integration |
| Topic 4: Discovery | 20% | - Identify success metrics and KPIs - Understand contact center business requirements and goals - Map customer journeys and interaction channels |
Salesforce Contact Center Accredited Professional Sample Questions:
Your data includes sensitive customer information. Which security mechanism protects data during migration?
- A. Data encryption at rest and in transit via SSL/TLS protocols.
- B. All of the above, forming a multi-layered approach to data security during and after migration.
- C. User permissions and field-level security restricting access to sensitive data within Salesforce.
- D. Data anonymization or pseudonymization masking sensitive information during migration and storage.
Correct Answer: B 🗳️
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.
How should a consultant implement these requirements?
Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.
Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.
Which recommendation should the consultant make to improve this?
- A. Implement Email-to-Case and redirect customers from phone to email
- B. Implement an SMS Digital Channel and redirect customers from phone.
- C. Hire more service agents in peak season and meet customer needs on
demand
Correct Answer: C 🗳️
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?
- A. Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.
- B. Einstein Search for intelligent article recommendations based on customer keywords and context.
- C. All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.
- D. Salesforce Knowledge articles with categorization and tagging for easy customer search.
Correct Answer: C 🗳️
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
The customer requires secure access control for sensitive customer dat
a. Which functionality is most important?
- A. Encrypted Case Histories
- B. Two-Factor Authentication (2FA)
- C. Field-Level Security
Correct Answer: C 🗳️
Explanation: Only visible for PassLeaderVCE members. You can sign-up / login (it's free).
The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
Which Experience Cloud template should a consultant recommend
- A. Customer Account Portal
- B. Help Center
- C. Customer Service
Correct Answer: B 🗳️
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