Summer Certification Limited Time 70% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code = getmirror

Home
Salesforce
Accredited Professional Certification
Salesforce-Contact-Center
Salesforce Contact Center Accredited Professional AP-226 Exam Questions and Answers

Pass the Salesforce Accredited Professional Certification Salesforce-Contact-Center Questions and answers with ExamsMirror

Practice at least 50% of the questions to maximize your chances of passing.

Exam Salesforce-Contact-Center Premium Access

View all detail and faqs for the Salesforce-Contact-Center exam

Go to Exam

664 Students Passed

86% Average Score

93% Same Questions

Viewing page 3 out of 7 pages

Viewing questions 21-30 out of questions

Questions # 21:

Your KPIs include measuring agent utilization rates. Which metric best reflects this?

Options:

Number of cases handled by an agent during a specific period.

Agent login duration divided by the total active work time on cases or chats.

Time spent by an agent on various activities throughout the workday.

All of the above, depending on the desired scope and granularity of agent utilization measurement.

Answer

Explanation

[Reference: Salesforce Performance Management, ]

Questions # 22:

The customer wants to minimize disruption during rollout. Which release management technique is most suitable?

Options:

Full system outage for complete implementation and configuration.

Rolling updates with gradual user onboarding to the new system.

Weekend or after-hours deployment to minimize impact on regular operations.

A combination of rolling updates and minimal downtime deployment techniques.

Answer

Explanation

To minimize disruption during the rollout of a new system, the most effective strategy is a combination of rolling updates and minimal downtime deployment techniques. This approach allows for gradual implementation and user adoption, ensuring that the system remains operational and that any issues can be addressed without significant impact on the overall operations.

References: https://help.salesforce.com/articleView?id=sf.release_planning.htm

Questions # 23:

Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?

Options:

Secure Sockets Layer (SSL) encryption protecting data transmission between the bot and external systems.

API authentication mechanisms ensuring authorized access and verification for data exchange.

Field-Level Encryption selectively encrypting sensitive data fields within the bot‘s data storage.

All of the above, forming a multi-layered security approach for data exchange with external systems.

Answer

Explanation

A robust security protocol for data exchange with external systems in bot integrations includes multiple layers:A. SSL encryption protects data in transit between the bot and external systems, ensuring confidentiality and integrity.B. API authentication mechanisms control and verify access, maintaining secure connections only with authorized systems.C. Field-Level Encryption provides an additional layer by encrypting sensitive data within the bot’s storage, safeguarding information at rest.This multi-layered security approach ensures comprehensive protection of data throughout the interaction and storage lifecycle.

References: https://help.salesforce.com/articleView?id=sf.security_overview.htm

Questions # 24:

Your bot requirements include personalized greetings and information based on customer data. Which Salesforce feature enables this?

Options:

Custom Apex code dynamically fetching customer data and injecting it into chatbot responses.

Merge fields within bot conversation scripts linking to specific object fields containing customer information.

Einstein Insights providing real-time customer data to personalize bot interactions and recommendations.

All of the above, depending on the level of personalization and data sources required.

Answer

Explanation

[Reference: Salesforce Einstein Insights, ]

Questions # 25:

Where should the consultant point the agent to access the all transcript?

Options:

conversation Component in Service Console

Caller Contact record in Salesforce

Amazon Connect Dashboard

Answer

Explanation

[Reference: https://help.salesforce.com/s/articleView?id=sf.voice_integration_amazon.htm, ]

Questions # 26:

The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

Options:

Integrate with a third-party survey platform for customization and detailed analysis.

Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.

Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.

Develop custom case fields and workflows to capture and track customer feedback internally.

Answer

Explanation

[Reference: Salesforce Surveys, ]

Questions # 27:

The marketing team wants to track the impact of social media campaigns on Contact Center volume. How can you measure this?

Options:

Monitor case mentions of specific campaign keywords and track resolution times.

Integrate social media platform data with Salesforce for customer journey analysis.

Analyze call origin information and identify calls originating from social media campaigns.

Deploy sentiment analysis on customer interactions to gauge campaign reception.

Answer

Explanation

[Reference: Salesforce Social Studio, ]

Questions # 28:

The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?

Options:

Customer Satisfaction (CSAT) Score

Average Contact Handle Time (AHT)

Case Resolution Rate

Number of Resolved Cases

Answer

Explanation

[Reference: Salesforce Blog on Customer Satisfaction, ]

Questions # 29:

The customer wants to track metrics across different case types and channels. Which reporting element helps with data standardization and analysis?

Options:

Develop custom reports with unique data models for each case type and channel.

Utilize standard case fields and reporting tools to categorize and analyze data across the board.

Implement separate dashboards for each channel and case type with customized metrics.

Employ third-party analytics tools with independent data structures and visualizations.

Answer

Explanation

[Reference: Salesforce Documentation on Reports and Dashboards, ]

Questions # 30:

The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

Options:

Routing Rules

Skill-Based Routing

Entitlements

Omni-Channel Presence

Answer

Explanation

Skill-Based Routing is the feature that best facilitates the automatic routing of cases based on language skills and expertise. This feature allows the contact center system to match incoming cases with agents who have the specific skills and expertise needed to handle those cases effectively. By ensuring that cases are directed to the most appropriately skilled agents, skill-based routing enhances efficiency, improves resolution times, and increases customer satisfaction.

References: https://help.salesforce.com/articleView?id=sf.omnichannel_skills_based_routing_setup.htm

Viewing page 3 out of 7 pages

Viewing questions 21-30 out of questions