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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Deploy | 10% | - Validation and Migration
|
| Design | 29% | - Implementation Planning
|
| Implement | 41% | - Self-Service and Automation
|
| Discovery | 20% | - Business Requirements
|
Salesforce Contact Center Accredited Professional Sample Questions:
A project sponsor has informed a consultant that customer satisfaction is their top..
Which Contact Center metric should the consultant prioritize improving?
- A. Average Handle Time
- B. First Call Resolution(correct)
- C. Average Wait Time
Correct Answer: B 🗳️
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The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?
- A. Implement customer satisfaction surveys after interactions and analyze sentiment analysis.
- B. All of the above, combined for a comprehensive view of customer satisfaction.
- C. Monitor agent performance against resolution time and escalation benchmarks.
- D. Track average call handle time and first-contact resolution rate.
Correct Answer: B 🗳️
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The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?
- A. Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.
- B. Develop custom formulas to calculate customer loyalty and contract value score.
- C. Configure case fields to capture customer tier and contract details for manual prioritization.
- D. Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.
Correct Answer: A 🗳️
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You're preparing historical call recordings for migration. Which step helps improve audio quality and accessibility for playback within the new system?
- A. Optimizing audio file size while maintaining optimal sound quality for clear playback and analysis.
- B. Implementing speech-to-text conversion for call recordings and making transcripts available alongside audio files.
- C. Converting call recordings to a supported audio format compatible with the new Contact Center platform.
- D. All of the above, contributing to improved accessibility and analysis capabilities for historical call recordings.
Correct Answer: D 🗳️
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The customer values user adoption and training. Which element should be prioritized in the implementation plan?
- A. Comprehensive change management and communication strategy.
- B. End-to-end user training programs and support resources.
- C. Extensive technical documentation and configuration guides.
- D. Development and testing of core functionalities before focusing on user experience.
Correct Answer: B 🗳️
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