Salesforce Contact Center Accredited Professional : AP-226

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Salesforce Contact Center Accredited Professional Sample Questions:

1. You're migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?

A) Salesforce Content Management System (CMS) for document and asset management.
B) External cloud storage with Salesforce integration.
C) File attachments within Salesforce case records.
D) Salesforce Platform Events or Queues for real-time data streaming and storage.

2. The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?

A) Knowledge Base
B) Web Service API
C) OmniScript
D) Process Builder

3. (a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.

A) Reviewing report builder configurations and data source connections to ensure alignment with defined reporting requirements.
B) All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.
C) All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.
D) Analyzing system logs and report execution history to identify any errors or missing data within generated reports.

4. Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

A) Omni-Channel Presence States indicating online and offline agent status for different channels.
B) Presence-based routing automatically assigning tasks based on agent availability.
C) All of the above, working together for optimal multi-channel task assignment and routing.
D) Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.

5. The marketing team wants to track the impact of social media campaigns on Contact Center volume. How can you measure this?

A) Monitor case mentions of specific campaign keywords and track resolution times.
B) Integrate social media platform data with Salesforce for customer journey analysis.
C) Deploy sentiment analysis on customer interactions to gauge campaign reception.
D) Analyze call origin information and identify calls originating from social media campaigns.

Solutions: