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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?

A) Configure skill-based routing with agent profiles mapped to specific languages and specialties.
B) Emphasize case escalation based on SLA breaches and time to resolution.
C) Implement round-robin routing to distribute cases evenly among agents.
D) Utilize presence-based routing to connect available agents regardless of expertise.

2. Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?

A) Set automatic case deflection rules for common issues on chat after business hours.
B) Utilize dynamic agent availability and presence routing across all channels.
C) Configure separate queues for each channel with specific business hours.
D) Implement a third-party chat solution with 24/7 availability integration.

3. Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow
ramp-up time for UMS's junior agents to handle only two chat requests at a time?

A) Routing Configuration.
B) Create and assign a new Presence Status
C) Create and assign a new Presence Configuration. Create and apply a new

4. Your scenario involves transitioning to a new self-service portal for customers. Which cut-over requirement helps ensure successful user adoption and engagement?

A) Launching awareness campaigns and providing clear guidance on how to use the new self-service portal.
B) All of the above, contributing to a positive user experience and encouraging customer adoption of the new portal.
C) Implementing robust search functionalities and user-friendly navigation within the new self-service portal.
D) Conducting user testing and gathering feedback on the portal's usability and accessibility.

5. You need to integrate external systems for additional data enrichment within cases. Which tool facilitates this?

A) Apex code development for custom integrations with specific external systems and data retrieval.
B) Flow Builder with pre-built connectors and actions for integration with various external data sources.
C) All of the above, providing options for integrating external data sources and enriching case information for informed decision-making.
D) Salesforce Connect for establishing secure and centralized connectivity with a broader range of external systems.

Solutions: