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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. Which standard field options should a consultant recommended form for In-App Messaging?

A) First Name Last Name Email Account Number
B) First Name, Last Name, Email Order Number
C) First Name, Last Name, Emil Subject

2. Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow
ramp-up time for UMS's junior agents to handle only two chat requests at a time?

A) Create and assign a new Presence Configuration. Create and apply a new
B) Routing Configuration.
C) Create and assign a new Presence Status

3. The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?

A) Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object
B) Create a flow that references the custom object.
C) The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the

4. Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?

A) Developing custom Apex code for routing logic.
B) Configuring queues with specific skills and availability requirements.
C) All of the above, working together for optimal Omni-Channel routing.
D) Implementing presence-based routing based on agent availability.

5. The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?

A) Customer Effort Score (CES)
B) Number of Escalated Cases
C) First Contact Resolution (FCR) Rate
D) Agent Average AHT

Solutions: