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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. Universal Containers (UC) requires agents to use their mobile devices as part of the daily operations. In order to do that, agents need a service app that can be published on AppExchange. Which kind of environment should UC use to develop and deploy this app on Appexchange?

A) Sandbox
B) Scratch org (correct)
C) Source org

2. You're deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?

A) Configuring clear opt-out options for customers within the chat window and on website landing pages.
B) All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.
C) Defining precise triggers for proactive chat engagement based on website visitor behavior and context.
D) Providing agents with readily available customer context and browsing history within the chat interface.

3. You need to configure dashboards and reports for KPI visualization. Which platform offers the most flexibility?

A) Einstein Analytics with customizable dashboards and visual data storytelling capabilities.
B) Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.
C) All of the above, depending on the desired level of detail, visual representation, and data access.
D) Salesforce Reporting tools for generating detailed reports and data analysis.

4. You need to validate data migration accuracy and completeness. Which tool assists with this process?

A) Salesforce Reports and Dashboards providing data comparisons between legacy and Salesforce systems.
B) All of the above, offering various methods for comparing and verifying data accuracy after migration.
C) Validation Rules on key fields within Salesforce ensuring data adherence to defined formats and constraints.
D) Data Compare tools like Informatica PowerCenter analyzing record discrepancies and data integrity.

5. You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?

A) Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
B) Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
C) All of the above, providing options for diverse bot functionalities and integration flexibility.
D) Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.

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