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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

Your scenario involves routing calls based on language spoken. Which feature facilitates this?

A. Integrated Speech-to-Text (STT) and language identification tools for real-time routing.
B. Custom Apex code defining language detection and routing logic.
C. Omni-Channel routing with skill mapping based on agent language proficiency.
D. Phone Numbers configured with specific languages and automatic call routing.

Question 2

Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?

A. Omni-Channel routing rules directing social media messages to qualified agents based on content and context.
B. Salesforce Social Studio for managing social media engagement and customer inquiries.
C. All of the above, enabling seamless integration and routing of social media interactions within the Contact Center.
D. Flow Builder with social media connectors for creating automated processes in response to social interactions.

Question 3

The company's primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?

A. Average Contact Handle Time (AHT)
B. First Contact Resolution (FCR) Rate
C. Customer Satisfaction (CSAT) Score
D. Net Promoter Score (NPS)

Question 4

The customer wants to offer self-service options for simple issues. Which functionality empowers this?

A. Process Builder
B. Web Service API
C. Knowledge Base
D. Einstein Bots

Question 5

The customer desires seamless integration with their existing CRM system. Which functionality bridges this gap?

A. Einstein Analytics
B. Partner Integrations
C. Data Import Wizard
D. Apex Code Development

Solutions: