Salesforce Accredited Professional Exams Salesforce-Contact-Center

Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Reference: https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226

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Salesforce Contact Center Accredited Professional Sample Questions:

Question #1
Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?

A. Salesforce Data Loader for bulk data imports and basic field validation.
B. Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.
C. Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.
D. All of the above, offering various options for ensuring data quality and reliable metric interpretation.

Question #2
Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:
Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.
Which set of features/capabilities will help UMS achieve this?

A. Service Cloud Voice, Feedback Management, Einstein Boss
B. Service Cloud Voice, Omni-Channel, Service Console
C. Case Classification, Omni-Channel, Einstein Bots

Question #3
Your scenario requires generating automated case updates based on customer interactions. Which Salesforce feature offers this capability?

A. Flow Builder with visual interface for designing automated processes and case updates triggered by interactions.
B. All of the above, depending on the desired complexity and automation level of case updates.
C. Workflow Rules triggering email notifications and case updates based on specific events or field changes.
D. Process Builder sequences defining automated actions and data updates based on triggers and conditions.

Question #4
While some of your suggestions aim to address Ursa Major Solar ' s need to accommodate new agents during peak season, they raise potential concerns and might not be the most optimal approach. Here ' s a breakdown:
Ursa Major Solar (UMS) is implementing Email-to-Case in its ...
Salesforce notaro which it has used in the past 2 years as its Case
Management system, to place is the party Email Channel provider. UMS is excited to learn about the artificial in capability in Einstein Case Classification and would like to prioritize the capturing the build as must-have After verifying the license, how should a consultant include the Einstein Case Classification capability in the same project?
Add two requirements to the backlog in the current release date
EmailMessage object to meet data requirements for Einstein formal Car
Cassium be up Einstein Case Classification.
Add the requirement to a future release since Einstein rends at least 400 the past 6 months to build the model in Email Channel Add the requirement in the current release as the customer are case records and because of the reed to prontice the manner Classification The most appropriate approach for incorporating Einstein Case Classification into the same project is to:

A. Ursa Major Solar has recently seen a big increase in case volume due tothe launch of new product.What should the company do to deflect cases?Implement an internal knowledge base.Implement a customer- facing knowledge base Implement a new channel inSMS. ChooseWhile both implementing an internal knowledge base and implementing acustomer-facing knowledge base can help deflect cases, the mostimpactful choice for Ursa Major Solar is:Implementing a customer-facing knowledge base.Ursa Major Solar decided to roll out Einstein Bots in all of the enhanceddigital snipe channels for its retail customers, including FacebookMessenger, WhatsApp and Message for In-app and Web. The Salesforceadministrators are not sure how many boss they sa and why.Which recommendation should a consultant make to the Salesforce ..
B. Two bots. Fewer bots means less maintenance and the same can be p andFacebook Messenger
C. Three bots. One bot per channel will provide a chunne specific customer..
D. A Add two requirements to the backlog in the current release:
E. bot. The same Einstein Bot can be deployed to all Enhanced Digital ... that Sent Cloud supports

Question #5
You need to validate bot security and data privacy compliance. Which tool helps with this?

A. Salesforce Security Review tool providing insights into potential security vulnerabilities within your bot configuration.
B. User Role Hierarchy and Field Level Security ensuring appropriate access restrictions based on user profiles.
C. All of the above, working together to secure bot interactions and ensure data privacy compliance.
D. Data Loss Prevention (DLP) policies defining rules for sensitive data handling and preventing unauthorized access.

Solutions: