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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Design | 29% | - Solution Mapping
|
| Discovery | 20% | - Requirements Definition
|
| Implement | - Contact Center Configuration
|
Salesforce Contact Center Accredited Professional Sample Questions:
The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?
- A. Web Service API
- B. Process Builder
- C. OmniScript
- D. Knowledge Base
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Your data migration timeline is tight. Which option helps expedite the process?
- A. All of the above, depending on the resources available and the complexity of the migration project.
- B. Manual data entry into Salesforce records for critical information.
- C. Outsourcing the data migration process to experienced third-party vendors.
- D. Utilizing data migration tools with automation capabilities and bulk processing features.
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The consultant should recommend the company utilize Flow Settings in
Email-to-Case to meet their requirements.
A customer service manager wants to implement a process where a case
gets reassigned to a higher support tier if it is not resolved within a given service-level agreement (SLA) timeline.
Which solution should a consultant propose to set this process up?
- A. Create an Escalation Rule Entry and configure it so that cases get an escalated status of the case is still open after passing SLA times.
- B. The consultant should propose creating an Escalation Rule Entry to set up
- C. Create a Quick Action for escalating a case and set up Conditional
Visibility Rude to show the Quick Action after a case has passed SLA times Create a record-triggered flow that gives cases an escalated status if it is still open a pa A times.
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You need to test email responsiveness on different devices. Which platform facilitates multi-device testing?
- A. Developer tools in web browsers for inspecting email rendering on various devices.
- B. Utilizing Email Preview tool in Salesforce Marketing Cloud for cross-device rendering checks.
- C. Salesforce Inbox previewing emails on desktop and mobile versions.
- D. Sending test emails to personal accounts with different devices and platforms.
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The customer requires secure access control for sensitive customer dat
a. Which functionality is most important?
- A. Two-Factor Authentication (2FA)
- B. Field-Level Security
- C. Encrypted Case Histories
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