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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?

A. Customer Retention Rate
B. Customer Lifetime Value (CLTV)
C. Number of Closed Won Deals
D. Contact Center Conversion Rate

Question 2

Your migration plan includes transferring agent performance dat
a. Which Salesforce object best accommodates this data?

A. Contact records for individual customer contacts.
B. User records for your contact center agents.
C. Account records representing your customer organizations.
D. Custom objects specifically designed for tracking agent performance metrics.

Question 3

The customer aims to automate repetitive tasks like case escalation. Which functionality can streamline this?

A. Case Escalation Matrix
B. Workflow Rules
C. Entitlement Management
D. Omni-Channel Routing

Question 4

The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
Ursa Major Solar is advised by a consultant to utilize Continuous
Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not familiar with it and are questioning the benefits it yields.
What should the consultant outline as the advantage of a Cl process to the customer?

A. Organizes source development into package directories
B. Creates and deletes package versions in each testing environment
C. Ensures application quality before any corrupt change can get into the Source..

Question 5

The customer wants to streamline agent onboarding and training. Which feature promotes reusability and maintainability?

A. Develop unique training guides and resources for each agent role and case type.
B. Design personalized training materials tailored to specific agent skill sets and needs.
C. Create standard operating procedures (SOPs) documented within Salesforce Knowledge Base articles.
D. Leverage Service Cloud Knowledge articles with searchable information and step-by-step guides for common tasks.

Solutions: