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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.
A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.
The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging Which capability should a consultant recommend?

A) Interactive Messaging Components in the Service Connect
B) The Messaging for Agents guided flow in the Service Console
C) Quick Texts for Messaging in the Service Console

2. The reason why the work that was already in the queue is not being pushed to agents is:
The "Apply to existing records in queue" option was not selected.
At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?

A) Use Quick Text to allow agents to create personal Quick Texts for answers they alternate
B) A Use Slack to allow agents to share best practices in responding to customer questions
C) Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions

3. Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?

A) Matching rules defining criteria for identifying and merging duplicate records.
B) All of the above, working together to prevent duplicate records and ensure data integrity after migration.
C) Data Import Wizard with duplicate prevention settings during bulk data importing.
D) Workflow Rules automatically triggering deduplication logic based on specific data fields.

4. Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?

A) Customer Community
B) Omni-Channel Routing
C) Case Management
D) Service Cloud Einstein

5. The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?

A) Salesforce Flow
B) Einstein Bots
C) DocuSign
D) LiveChat

Solutions: