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Exam overview

Salesforce Contact Center Accredited Professional (AP-226) Exam Dumps

Vendor

Salesforce

Exam Code

(AP-226)

Actual Exam Duration

 75 Minutes

TOTAL QUESTIONS

207

Exam Name

 Salesforce Contact Center Accredited Professional

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Exam practice

Exam Q&A

Select an option, then click Show Answer.

Q1:

To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter’s limitations: A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center. Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

A: Average Cases per Agent

B: Average Resolution Time

C: Average Handle Time

Correct Answer: C

Q2:

To comply with the “Eliminate duplicate email attachments” setting while processing PDFs in a high-volume email environment, the consultant should consider this approach: Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation. How should a consultant recommend UC configure this solution?

A: Set up the organization's default business hours and create an escalation rule where the case matches the criteria associated with different business hours.

B: Create an Apex trigger that checks the default business hours and the business hours on an escalation.

C: Set up the organization's default business hours and set up another set of business ho the second option

Correct Answer: A

Q3:

Universal Containers (UC) has a service report requirement to provide a snapshot of customers, including the service products they are using, case reason, and priority, Which dashboard in Service Analytics should UC use? Sidebar-By

A: Customer

B: Open Cases

C: Account Profile

Correct Answer: C

Q4:

While manually changing presence status is an option, it’s not the most ideal solution for Ursa Major Solar’s concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions: Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project. For which channels can UMS implement this?

A: SMS Messaging

B: Facebook Messenger

C: Messaging for In-App

Correct Answer: A, B, C

Q5:

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, Estimated Wait Time activated Omni-Channel Queue of flows and custom Business Hours Messaging in the flow

B: Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment

C: Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form

Correct Answer: B

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