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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

A) Establishing clear data ownership and access rights for users across the old and new platforms.
B) Configuring data encryption for transferred information and user access with multi-factor authentication.
C) Conducting pre-migration security audits and vulnerability assessments of both platforms.
D) All of the above, contributing to a secure and controlled migration process with robust data protection.

2. The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?

A) Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment
B) Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form
C) Business Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow

3. The best set of functionalities for the client's needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specific requirements.

A) Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools
B) As part of the project governance, Ursa Major Solar has decided to use Agle Development Principles. One of the project stakeholders has come to a consultant to explain to them a more detail the 12 agile principles.
What is one of the agile principles?
C) A consultant is preparing post-implementation training material for the agents and supervisors. Agents will need to use the cell transcript
D) All three options you listed are actually Agile principles! Agile Development emphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here's a breakdown of each option:

4. You need to migrate both active and historical customer dat
a. Which migration approach balances efficiency and minimal disruption?

A) Incremental migration continuously syncing updates from legacy systems to Salesforce for real-time data consistency.
B) Full cutover migration transferring all data at once, followed by system downtime for configuration.
C) Phased migration migrating specific data subsets in stages to minimize service interruption.
D) Pilot migration testing the process with a small data sample before large-scale migration commences.

5. The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.
A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.
The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging Which capability should a consultant recommend?

A) The Messaging for Agents guided flow in the Service Console
B) Quick Texts for Messaging in the Service Console
C) Interactive Messaging Components in the Service Connect

Solutions: