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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. 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.

2. You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?

A) Implementing data cleansing scripts or manual data correction within Salesforce.
B) All of the above, depending on the severity and impact of the data inconsistencies encountered.
C) Ignoring minor inconsistencies to avoid delaying the migration timeline.
D) Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors.

3. Your migration plan includes transferring agent performance dat
a. Which Salesforce object best accommodates this data?

A) User records for your contact center agents.
B) Custom objects specifically designed for tracking agent performance metrics.
C) Account records representing your customer organizations.
D) Contact records for individual customer contacts.

4. The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.
An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue What is the reason for the work that was already in the queue not being pushed to agents?

A) The Apply to existing records in queue option was not selected.
B) The type of work that was in the queue is not in the Selected Objects list on the queue under Supported Objects
C) Records that exist in a queue prior to Omni-Channel routing activation will not be pushed to an agent.

5. The customer needs real-time sentiment analysis during calls. Which third-party integration might be beneficial?

A) Zendesk
B) Zoom
C) Google Cloud AI
D) Genesys Cloud CX

Solutions: