Salesforce AP-226 : Contact Center Accredited Professional

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Salesforce Contact Center Accredited Professional Sample Questions:

1. To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:
1. Omni-Channel Flow:
* This is the primary type used to route the conversation from the bot to the queue.
* The consultant can build a flow with a specific action to "Route Work Item."
* This action allows you to specify the target queue where the conversation will be directed.
2. Dialog: (Optional)
* While not required for basic transfers, dialogs can be used to
enhance the user experience during the transfer process.
* For example, the consultant can create a dialog that informs the
customer about the need to transfer the conversation to a live agent
and provides estimated wait times.
* Additionally, the dialog can collect any necessary information from the customer before transferring the case to the queue.
A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.
Which tool should the consultant use?

A) Data Import Wizard
B) Data Loader
C) Salesforce REST API

2. Validating business processes involves testing workflows and flow logic. Which tool helps with this?

A) Monitoring case history and chat transcripts within Salesforce to review process actions and outcomes.
B) All of the above, offering complementary perspectives for analyzing and refining business process functionality.
C) Conducting user testing sessions with agents to gather feedback on the process experience and effectiveness.
D) Utilizing Flow Debugger tool to visualize execution steps, identify errors, and optimize flow processes.

3. The consultant needs to specify the Inbound Flow Action in the channel
setting, in addition to selecting the flow, to use the Omni-Channel flow for the Enhanced Bot.
During a workshop, management at a company explains that its contact
center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general queue, where the agents pick up the case manually.
Management would like available agents to receive the cases automatically so they do not pick cases. They also require that if the case cannot be directed to the correct agent, there is a fallback option. The agent can be assigned cases from different channels and would like this incorporated into the routing model.
Which setting in Email-to-Case should a consultant recommend the
company utilize?

A) Case Owner Settings
B) Flow Settings
C) Task Settings

4. The most suitable set of solutions for the client's requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.
A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company's main strategy is to enhance customer satisfaction and loyalty while streamlining costs.
Which set of key performance indicators (KPIs) should the consultant
prioritize to measure the success of the Contact Center implementation?

A) Revenue growth, number of repeat customers, net promoter score, and employment
B) Average handling time, number of calls answered, customer satisfaction sure and employer training time
C) A Average response time, cost per call deflection rate, and employee training time

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

Solutions: