Salesforce AP-226 : Contact Center Accredited Professional

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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?

A. All of the above, offering various options for ensuring data quality and reliable metric interpretation.
B. Salesforce Data Loader for bulk data imports and basic field validation.
C. Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.
D. Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.

Question 2

The scope includes integration with legacy systems. Which factor should be carefully considered in the release plan?

A. All of the above, requiring careful planning and consideration for potential complexities.
B. Development of custom Apex code for data exchange with legacy systems.
C. The availability and responsiveness of IT teams responsible for legacy systems.
D. Potential data migration challenges and ensuring data integrity during integration.

Question 3

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

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

Question 4

Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?

A. Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.
B. Manually reviewing and adjusting internal links and formatting within each article before migration.
C. Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.
D. All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.

Question 5

Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
How should an administrator provision the phone number to support this
functionality?

A. Provision a toll free phone number at least 8 weeks before golive
B. Provision a short code phone number at least 8 weeks before golive
C. Provision a long code phone number on least 2 weeks before golive

Solutions: