Salesforce AP-226

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Carefully written content

In order to ensure the quality of our AP-226 preparation materials, we specially invited experienced team of experts to write them. The content of our AP-226 practice engine comes from a careful analysis and summary of previous exam syllabus, so that you can accurately grasp the core test sites. In general, our AP-226 actual exam has covered all the knowledge that must be mastered in the exam. You just should take the time to study AP-226 preparation materials seriously, no need to refer to other materials, which can fully save your precious time. To keep up with the changes of the exam syllabus, our AP-226 practice engine are continually updated to ensure that they can serve you continuously.

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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question #1
The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?

A. Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form
B. Business Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow
C. Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment

Question #2
The customer needs real-time sentiment analysis during calls. Which third-party integration might be beneficial?

A. Zoom
B. Genesys Cloud CX
C. Google Cloud AI
D. Zendesk

Question #3
The customer wants automated case escalation based on specific criteri
a. Which data model element plays a key role?

A. Custom fields capturing escalation triggers like priority or SLA breaches.
B. Workflow Rules configured with escalation steps and case field conditions.
C. Process Builder sequences defining escalation actions and notifications.
D. Entitlements specifying service level agreements and associated escalation rules.

Question #4
The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?

A. Reports & Dashboards
B. Process Builder
C. Field History Tracking
D. Einstein Discovery

Question #5
You're deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?

A. Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.
B. Training agents on using the social media listening tool to effectively engage with customers and address concerns.
C. All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.
D. Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.

Solutions: