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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?

A) All of the above, contributing to a compliant and responsible outbound calling operation.
B) Implementing recording and call monitoring functionalities for compliance audits and quality control.
C) Ensuring proper opt-in mechanisms and customer consent management for outbound calls.
D) Verifying agent training on call scripts and adherence to regulatory requirements.

2. The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?

A) Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form
B) Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment
C) Business Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow

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

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

4. Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?

A) Einstein Bots with natural language processing and conversational AI capabilities.
B) Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.
C) All of the above, providing various options for building and integrating chatbots into your self-service experience.
D) Flow Builder with chatbot elements for building conversational interfaces within flows.

5. The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?

A) OmniScript
B) Process Builder
C) Knowledge Base
D) Web Service API

Solutions: