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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?

A) Develop custom fields and reports to categorize cases by product and track resolution times per category.
B) Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.
C) Configure reports with filters to break down case resolution times by agent and case priority.
D) Implement custom dashboards with visualizations of overall case volume and agent performance.

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

3. You need to configure dashboards and reports for KPI visualization. Which platform offers the most flexibility?

A) All of the above, depending on the desired level of detail, visual representation, and data access.
B) Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.
C) Salesforce Reporting tools for generating detailed reports and data analysis.
D) Einstein Analytics with customizable dashboards and visual data storytelling capabilities.

4. Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?

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

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

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

Solutions: