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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

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

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

2. The customer desires seamless integration with their existing CRM system. Which functionality bridges this gap?

A) Partner Integrations
B) Data Import Wizard
C) Einstein Analytics
D) Apex Code Development

3. You're deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?

A) Configuring the rule to trigger automatic notifications and case creation for escalated calls.
B) Defining clear criteria for call escalation based on urgency and wait times.
C) All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.
D) Testing the escalation rule functionality with test calls and dummy scenarios before deployment.

4. You need to configure email templates for case updates and notifications. Which tool best suits this task?

A) Einstein Mail Composer powered by AI for personalized and responsive email content.
B) Lightning Email Templates with flexible design options and dynamic data merge fields.
C) Salesforce Classic Email Templates with drag-and-drop content editing.
D) Entitlement Email Templates for automated communication based on service level agreements.

5. You're deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?

A) Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.
B) Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.
C) All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.
D) Training agents on using the social media listening tool to effectively engage with customers and address concerns.

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