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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. Ursa Major Solar has recently completed testing of its upgrade to
Enhanced Digital Engagement channels. A consultant needs to now move
the WhatsApp number on the testing sandbox to production.
How should the consultant accomplish this?

A) Log a case with Salesforce Customer Support
B) Request a new number for the production org
C) Enter the existing number when creating the channel in production

2. You're preparing historical call recordings for migration. Which step helps improve audio quality and accessibility for playback within the new system?

A) Converting call recordings to a supported audio format compatible with the new Contact Center platform.
B) All of the above, contributing to improved accessibility and analysis capabilities for historical call recordings.
C) Optimizing audio file size while maintaining optimal sound quality for clear playback and analysis.
D) Implementing speech-to-text conversion for call recordings and making transcripts available alongside audio files.

3. While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?

A) Facebook Messenger
B) Messaging for In-App
C) SMS Messaging

4. The best practice that the consultant should observe when configuring case escalation rules is:
Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated.
Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?

A) Dialog
B) Queue
C) Omni-Channel Flow

5. Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?

A) Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
B) Case Assignment Rules using predefined criteria to direct cases to specific queues or agents.
C) All of the above, working together for dynamic case assignment and escalation based on context and urgency.
D) Process Builder sequences triggering automated case creation and assignment based on data triggers.

Solutions: