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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Deploy | 10% | - Deployment Planning
|
| Topic 2: Discovery | 20% | - KPIs and Success Metrics
|
| Topic 3: Design | 29% | - Implementation Planning
|
| Topic 4: Implement | 41% | - Data and Migration
|
Salesforce Contact Center Accredited Professional Sample Questions:
You're deploying a new AI-powered virtual assistant for initial customer inquiries. Which cut-over requirement helps maintain customer trust and transparency?
- A. Monitoring interactions and measuring the virtual assistant's effectiveness in resolving customer issues.
- B. All of the above, contributing to a responsible and trustworthy AI implementation for customer support.
- C. Training the virtual assistant on diverse customer data and common language variations for accuracy.
- D. Clearly disclosing the use of AI and providing options for human interaction when needed.
Correct Answer: B 🗳️
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Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?
- A. Providing comprehensive training on the dashboard features and metrics for agents.
- B. Customizing the dashboard layout and visualizations to align with agent preferences and needs.
- C. Making the dashboard easily accessible and readily available within the agent interface.
- D. All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.
Correct Answer: D 🗳️
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Your bot requirements include personalized greetings and information based on customer dat a. Which Salesforce feature enables this?
- A. All of the above, depending on the level of personalization and data sources required.
- B. Merge fields within bot conversation scripts linking to specific object fields containing customer information.
- C. Einstein Insights providing real-time customer data to personalize bot interactions and recommendations.
- D. Custom Apex code dynamically fetching customer data and injecting it into chatbot responses.
Correct Answer: A 🗳️
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The most suitable set of solutions for the client's requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.
A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company's main strategy is to enhance customer satisfaction and loyalty while streamlining costs.
Which set of key performance indicators (KPIs) should the consultant
prioritize to measure the success of the Contact Center implementation?
- A. Average handling time, number of calls answered, customer satisfaction sure and employer training time
- B. Revenue growth, number of repeat customers, net promoter score, and employment
- C. A Average response time, cost per call deflection rate, and employee training time
Correct Answer: A 🗳️
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Your design includes email auto-replies for initial case acknowledgements. Which tool facilitates automated responses?
- A. Entitlement Email Templates configured with automatic responses based on service level agreements.
- B. Process Builder sequences defining auto-reply steps and dynamic content insertion.
- C. Workflow Rules with email action steps triggered by case creation events.
- D. Einstein Bots configured to send auto-replies and collect initial information from customers via email.
Correct Answer: C 🗳️
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