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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:
Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.
Which set of features/capabilities will help UMS achieve this?

A. Service Cloud Voice, Feedback Management, Einstein Boss
B. Service Cloud Voice, Omni-Channel, Service Console
C. Case Classification, Omni-Channel, Einstein Bots

Question 2

I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.
Ursa Major Solar has implemented Service Cloud Voice. After using it for several months, the customer service manager notices that agents rarely create a note that summarizes what was discussed during a phone call.
This has made it difficult to get an overview of what happened on a case.
What should a consultant suggest to help resolve this challenge?

A. A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time
B. Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.
C. Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up

Question 3

Universal Containers (UC) has been working on a Digital Engagement
implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC's current environments are listed below.
* Production Org
* Test Sandbox
* Developer Sandbox
Which environments should have a two-way deployment connection in this
scenario

A. Developer Sandbox and Production
B. Test Sandbox and Developer Sandbox
C. Production Ong and Test Sandbox

Question 4

Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?

A. Providing comprehensive training on the dashboard features and metrics for agents.
B. Making the dashboard easily accessible and readily available within the agent interface.
C. Customizing the dashboard layout and visualizations to align with agent preferences and needs.
D. All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.

Question 5

The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?

A. Delay the release to ensure complete resolution of technical issues before deployment.
B. Proceed with the release despite technical issues, as per the planned schedule.
C. Communicate the issues transparently to stakeholders and implement a rollback plan if necessary.
D. Ignore the technical issues and hope they resolve themselves after release.

Solutions: