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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:
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Reference: https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226
Salesforce Contact Center Accredited Professional Sample Questions:
The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?
- A. Utilize Process Builder with predefined rules for email notifications based on case updates.
- B. Configure outbound email integrations with pre-built templates for invoices and case summaries.
- C. Develop custom Apex code for automated email triggers and attachments.
- D. Implement Einstein Bots to handle email communication and automate basic customer interactions.
Correct Answer: A 🗳️
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I ' d be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.
Ursa Major Solar has implemented Service Cloud Voice. After using it for several months, the customer service manager notices that agents rarely create a note that summarizes what was discussed during a phone call.
This has made it difficult to get an overview of what happened on a case.
What should a consultant suggest to help resolve this challenge?
- A. Instruct agents to update their Presence Status to unavailable every timethey finish plane and put their status back to available ' after wrapping up
- B. A Build a flow solution that updates the agent ' s Presence status to unavailable so they have time to add notes, then put the status back to ' available ' after a certain period of time
- C. Set up the After Conversation Work component so that an agent has timeto write a summary of the call before being assigned new inbound callsagain.
Correct Answer: C 🗳️
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The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?
- A. Number of Knowledge Base Articles Viewed
- B. Web Chat Engagement Rate
- C. Case Volume Deflection Rate
- D. Customer Effort Score (CES)
Correct Answer: C 🗳️
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(a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.
- A. Analyzing system logs and report execution history to identify any errors or missing data within generated reports.
- B. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.
- C. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.
- D. Reviewing report builder configurations and data source connections to ensure alignment with defined reporting requirements.
Correct Answer: B 🗳️
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You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?
- A. All of the above, depending on the security requirements, desired level of control, and complexity of data access needs.
- B. Exporting reports and dashboards for external access via email or file sharing platforms.
- C. Salesforce Sharing Settings granting specific access levels to external users for relevant dashboards and reports.
- D. Custom Apex development for building secure data sharing portals with granular access controls.
Correct Answer: A 🗳️
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