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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Discovery | 20% | - Success Metrics
|
| Topic 2: Implement | - Contact Center Configuration
| |
| Topic 3: Design | 29% | - Solution Mapping
|
Salesforce Contact Center Accredited Professional Sample Questions:
The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?
- A. Leverage partner resources and certified consultants for specialized training and implementation guidance.
- B. Implement Premier Support with dedicated access to expert consultants and proactive issue resolution.
- C. Develop custom training materials and conduct internal workshops for agent familiarization.
- D. Utilize Trailhead online modules and Salesforce documentation for independent learning.
Correct Answer: B 🗳️
Explanation: Only visible for VCE4Dumps members. You can sign-up / login (it's free).
You're validating performance requirements for the deployed system. Which tool helps assess system responsiveness and handle load testing?
- A. Monitoring agent feedback and user experience reports for any performance issues or service delays after deployment.
- B. All of the above, providing a holistic view of system performance and adherence to defined responsiveness and load handling requirements.
- C. Utilizing performance testing tools to simulate user activity and analyze response times, throughput, and stability under load.
- D. Analyzing system logs and resource utilization data to identify performance bottlenecks and resource constraints.
Correct Answer: B 🗳️
Explanation: Only visible for VCE4Dumps members. You can sign-up / login (it's free).
The customer requires secure access control for sensitive customer dat
a. Which data model element contributes to data security?
- A. Utilize custom fields to capture all types of customer information without access restrictions.
- B. Configure field-level security to grant selective access to sensitive data based on user roles and permissions.
- C. Implement third-party data encryption solutions for additional security layers.
- D. Store all customer data in one field without any segregation or access control mechanisms.
Correct Answer: B 🗳️
Explanation: Only visible for VCE4Dumps members. You can sign-up / login (it's free).
The desired process of reassigning cases to a higher support tier when SLA timelines are breached.
Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to
accomplish this?
- A. Pause/Resume Call Recording
- B. Collaboration on Call Recordings
- C. Hierarchical Sharing Settings on Calls
Correct Answer: A 🗳️
Explanation: Only visible for VCE4Dumps members. You can sign-up / login (it's free).
Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?
- A. Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
- B. Case Assignment Rules defining criteria for routing cases to specific queues or agents.
- C. All of the above, working together for dynamic case assignment and escalation based on context and priority.
- D. Process Builder sequences triggering automated case creation and assignment based on data triggers.
Correct Answer: C 🗳️
Explanation: Only visible for VCE4Dumps members. You can sign-up / login (it's free).
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