Salesforce AP-226

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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question #1
Based on the scenario and considering regulatory limitations, the most suitable messaging channel for Ursa Major Solar (UMS) to proactively initiate conversations with previous contact center customers is Messaging for Web.
An insurance company handles a large volume of cases every year. The companies communicate with the customer and other third parties through related cases und the same customer issue. Currently, they find it confusing to follow the count appears from different people and channels.
What should a consultant utilize to design a solution so the common is easier to follow, but still relatable to the original customer case?

A. Chatter
B. Case Comments
C. Case Hierarchy

Question #2
The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this?

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

Question #3
You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?

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

Question #4
The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?

A. Establishing a support channel for reporting issues and troubleshooting technical problems.
B. Providing regular system updates and patches to address bugs and improve performance.
C. Conducting periodic user training sessions to familiarize users with new features and updates.

Question #5
Your customer has a small-scale implementation with a tight timeline. Which release strategy best suits this scenario?

A. Phased approach with incremental releases and controlled rollouts.
B. Continuous integration and continuous delivery (CI/CD) for rapid iterative updates.
C. Pilot deployment with a limited user group for initial testing and feedback.
D. Big bang deployment with all features rolled out simultaneously.

Solutions: