Exam Name: Salesforce Contact Center Accredited Professional
Certification Provider: Salesforce
Corresponding Certification: Accredited Professional Exams
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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:
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Reference: https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226
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Salesforce Contact Center Accredited Professional Sample Questions:
The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?
- A. Average Time to Answer (ATA)
- B. SLA Adherence Rate
- C. Number of Overdue Cases
- D. Case Backlog Volume
Correct Answer: B 🗳️
Explanation: Only visible for ExamcollectionPass members. You can sign-up / login (it's free).
You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?
- A. All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.
- B. Einstein Search for intelligent article recommendations based on customer keywords and context.
- C. Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.
- D. Salesforce Knowledge articles with categorization and tagging for easy customer search.
Correct Answer: A 🗳️
The required configurations for the client ' s requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to the contact center, which contain many PDF files, In general, the email communication back and forth with the customer is high. They do not want to duplicate the PDFs every time a new email's received in the same email thread.
When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.
How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?
- A. Custom file storage solution
- B. Salesforce Files
- C. Attachments
Correct Answer: B 🗳️
Explanation: Only visible for ExamcollectionPass members. You can sign-up / login (it's free).
You need to deploy a new case routing algorithm based on AI. Which deployment process provides the safest and most controlled approach?
- A. Full sandbox deployment for comprehensive testing before migrating to production.
- B. Pilot deployment involving a small user group for testing and feedback before broader rollout.
- C. All of the above, depending on the complexity and potential impact of the new algorithm.
- D. Production deployment directly to all users simultaneously, with immediate effect.
Correct Answer: B 🗳️
Explanation: Only visible for ExamcollectionPass members. You can sign-up / login (it's free).
The customer wants to personalize customer interactions based on past interactions and preferences. Which data model element facilitates this?
- A. Segmentation rules defining customer groups based on specific criteria and behavior.
- B. Case history tracking with details of previous interactions and resolutions.
- C. Custom fields capturing customer preferences and purchase history.
- D. All of the above, used in combination for comprehensive customer context and personalized experiences.
Correct Answer: D 🗳️
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