Exam Name: Contact Center Accredited Professional
Certification Provider: Salesforce
Corresponding Certification: Accredited Professional Certification
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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Discovery | 20% | - Requirements Definition
|
| Design | 29% | - Scalable Architecture Design
|
| Implement | - Contact Center Configuration
|
Salesforce Contact Center Accredited Professional Sample Questions:
The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?
- A. Configure field-level security to restrict access to sensitive data based on user roles.
- B. Implement multi-factor authentication (MFA) for secure agent logins and access.
- C. Encrypt customer data at rest and in transit to protect against unauthorized access.
- D. Regularly conduct security audits and vulnerability assessments to identify potential risks.
Correct Answer: A 🗳️
Explanation: Only visible for ExamPrepAway members. You can sign-up / login (it's free).
The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?
- A. Average Contact Handle Time (AHT)
- B. Case Resolution Rate
- C. Customer Satisfaction (CSAT) Score
- D. Number of Resolved Cases
Correct Answer: C 🗳️
Explanation: Only visible for ExamPrepAway members. You can sign-up / login (it's free).
Validating business processes involves testing workflows and flow logic. Which tool helps with this?
- A. Utilizing Flow Debugger tool to visualize execution steps, identify errors, and optimize flow processes.
- B. All of the above, offering complementary perspectives for analyzing and refining business process functionality.
- C. Monitoring case history and chat transcripts within Salesforce to review process actions and outcomes.
- D. Conducting user testing sessions with agents to gather feedback on the process experience and effectiveness.
Correct Answer: B 🗳️
Explanation: Only visible for ExamPrepAway members. You can sign-up / login (it's free).
The company's primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?
- A. Average Contact Handle Time (AHT)
- B. Net Promoter Score (NPS)
- C. First Contact Resolution (FCR) Rate
- D. Customer Satisfaction (CSAT) Score
Correct Answer: D 🗳️
Explanation: Only visible for ExamPrepAway members. You can sign-up / login (it's free).
Universal Containers (UC) has been working on a Digital Engagement
implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC's current environments are listed below.
* Production Org
* Test Sandbox
* Developer Sandbox
Which environments should have a two-way deployment connection in this
scenario
- A. Test Sandbox and Developer Sandbox
- B. Production Ong and Test Sandbox
- C. Developer Sandbox and Production
Correct Answer: B 🗳️
Explanation: Only visible for ExamPrepAway members. You can sign-up / login (it's free).
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