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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implement | 41% | - Self-Service and Automation
|
| Discovery | 20% | - Customer Use Cases and Stakeholders
|
| Design | 29% | - Solution Design
|
| Deploy | 10% | - Deployment Planning
|
Salesforce Contact Center Accredited Professional Sample Questions:
I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the
- A. Messaging for Wed
- B. Facebook Messenger
- C. SMS
Correct Answer: C 🗳️
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The customer wants to track metrics across different case types and channels. Which reporting element helps with data standardization and analysis?
- A. Develop custom reports with unique data models for each case type and channel.
- B. Employ third-party analytics tools with independent data structures and visualizations.
- C. Implement separate dashboards for each channel and case type with customized metrics.
- D. Utilize standard case fields and reporting tools to categorize and analyze data across the board.
Correct Answer: D 🗳️
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The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?
- A. Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration.
- B. Utilize standard Salesforce Reports and Dashboards for basic data visualization.
- C. Leverage external data warehouse solutions for data storage and complex queries.
- D. Implement Einstein Analytics for AI-powered insights and predictive analysis.
Correct Answer: A 🗳️
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Your project requires migrating customer data with multiple language variations. Which data preparation step helps maintain language consistency and accuracy?
- A. Manually reviewing and verifying the language and character consistency of customer data before migration.
- B. Utilizing data validation rules to flag and correct inconsistencies in customer record language formats and character sets.
- C. All of the above, contributing to a seamless transition with accurate representation of multilingual customer data.
- D. Configuring the new system to recognize and handle different language formats and encoding standards for accurate import.
Correct Answer: C 🗳️
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Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?
- A. Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.
- B. All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system.
- C. Providing comprehensive training on the new platform's features and functionalities for report creation and analysis.
- D. Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.
Correct Answer: B 🗳️
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