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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:
A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.

A) Update the organization-wide sharing setting for use Presence to Public Read City
B) Assign Read All data access to all voice agents
C) Build Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed

2. You're validating performance requirements for the deployed system. Which tool helps assess system responsiveness and handle load testing?

A) All of the above, providing a holistic view of system performance and adherence to defined responsiveness and load handling requirements.
B) Utilizing performance testing tools to simulate user activity and analyze response times, throughput, and stability under load.
C) Monitoring agent feedback and user experience reports for any performance issues or service delays after deployment.
D) Analyzing system logs and resource utilization data to identify performance bottlenecks and resource constraints.

3. Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?

A) Workflow Rules automatically triggering deduplication logic based on specific data fields.
B) All of the above, working together to prevent duplicate records and ensure data integrity after migration.
C) Matching rules defining criteria for identifying and merging duplicate records.
D) Data Import Wizard with duplicate prevention settings during bulk data importing.

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

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

5. You need to validate call recording functionality. Which Salesforce tool assists with this?

A) Configuring Voice Call Transcripts to generate automatic text summaries of recorded calls.
B) Utilizing the Call History related list on Case records to access and play recordings.
C) Monitoring call logs and reports within Salesforce for recorded call availability.
D) All of the above, providing various options for accessing, playing, and reviewing call recordings.

Solutions: