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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?

A) API authentication mechanisms ensuring authorized access and verification for data exchange.
B) All of the above, forming a multi-layered security approach for data exchange with external systems.
C) Secure Sockets Layer (SSL) encryption protecting data transmission between the bot and external systems.
D) Field-Level Encryption selectively encrypting sensitive data fields within the bot's data storage.

2. The best dashboard in Service Analytics for UC's service report
requirement is Sidebar-By Customer.
Universal Containers (UC) has a requirement to create a service report that contains 50 object references. Which steps should UC take to achieve this?

A) Create a Visualforce service report Create objects and fields the Vict into the objects and fields in the report
B) Create 10 service reports Select the objects Combine the service reports
C) Create a custom report type Select four object relationships Select adal from extra objects

3. The reason why the work that was already in the queue is not being pushed to agents is:
The "Apply to existing records in queue" option was not selected.
At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?

A) Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions
B) Use Quick Text to allow agents to create personal Quick Texts for answers they alternate
C) A Use Slack to allow agents to share best practices in responding to customer questions

4. The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

A) Customer Lifetime Value (CLTV)
B) Net Promoter Score (NPS)
C) Customer Effort Score (CES)
D) First Contact Resolution (FCR) Rate

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

A) Flow Builder with chatbot elements for building conversational interfaces within flows.
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) Einstein Bots with natural language processing and conversational AI capabilities.

Solutions: