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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The correct steps for UC to create a service report with 50 object
references are
A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound conversations, which created a simple Omni-Channel flow for the bot What does the consultant need to specify to use this flow in the channel setting other than selecting the flow?

A) Inbound Flow Action
B) Route Work Item
C) Fallback Queue

2. To ensure a successful digital transformation with a multi-channel strategy, engaging the right stakeholders during the discovery phase is crucial.
Here's the breakdown of the options and why the most suitable choice is:
Option 3: VP of Customer Experience; VP of Service; IT Leadership.
Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?

A) Average handling time, number of calls answered, customer satisfaction an training time
B) Average response time, cost per call, deflection rate, and employee training lime
C) Revenue growth number of repeat customers, net promoter source, and employer le

3. While the stakeholders might not be familiar with the term "Continuous Integration," outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily convince them of its value for the Contact Center project. Here are some specific points to highlight Ursa Major Solar wants a consultant to design a solution that will blow its customers take detailed questions about a product's functionality. The customer should be able subject-matter experts and interact with IT support through available channels in real time.
Which feature should the consultant use to accomplish this?

A) Experience Site
B) Mass Email
C) Public Groups

4. The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?

A) Case Resolution Rate
B) Net Promoter Score (NPS)
C) Average Contact Handle Time (AHT)
D) Customer Satisfaction (CSAT) Score

5. The most suitable set of solutions for the client's requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.
A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company's main strategy is to enhance customer satisfaction and loyalty while streamlining costs.
Which set of key performance indicators (KPIs) should the consultant
prioritize to measure the success of the Contact Center implementation?

A) A Average response time, cost per call deflection rate, and employee training time
B) Average handling time, number of calls answered, customer satisfaction sure and employer training time
C) Revenue growth, number of repeat customers, net promoter score, and employment

Solutions: