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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implement | - Contact Center Configuration
| |
| Design | 29% | - Scalable Architecture Design
|
| Discovery | 20% | - Success Metrics
|
Salesforce Contact Center Accredited Professional Sample Questions:
1. Your scenario involves transitioning to a new self-service portal for customers. Which cut-over requirement helps ensure successful user adoption and engagement?
A) Launching awareness campaigns and providing clear guidance on how to use the new self-service portal.
B) All of the above, contributing to a positive user experience and encouraging customer adoption of the new portal.
C) Conducting user testing and gathering feedback on the portal's usability and accessibility.
D) Implementing robust search functionalities and user-friendly navigation within the new self-service portal.
2. Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?
A) Process Builder sequences initiating customer satisfaction surveys upon case closure and managing survey workflow.
B) Flow Builder with visual interface for designing and configuring survey forms and logic for collecting feedback after case closure.
C) All of the above, offering various options for triggering and managing customer satisfaction surveys within case management.
D) Einstein Feedback Surveys automatically sent based on case closure events and collecting customer feedback on their experience.
3. The company's primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?
A) Average Contact Handle Time (AHT)
B) Net Promoter Score (NPS)
C) Customer Satisfaction (CSAT) Score
D) First Contact Resolution (FCR) Rate
4. Your customer wants to improve agent productivity. Which future functionality could be most impactful?
A) Develop automated workflows for repetitive tasks and case escalations.
B) Implement knowledge base suggestions and AI-powered case deflection tools.
C) All of the above, empowering agents with streamlined tools and automated processes.
D) Integrate self-service options and chatbots for simple customer inquiries.
5. Your bot design includes handoff to live agents for complex inquiries. Which feature facilitates this seamless transition?
A) Supervisor Console allowing supervisors to manually transfer chat sessions to specific agents.
B) All of the above, providing various options for smooth and informed handoff from bot to agent interactions.
C) Contextual handoff functionality preserving chat history and customer information for the agent.
D) Escalation Rules automatically transferring chat sessions to agents based on defined criteria.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: B |
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