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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

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

A) Deploy sentiment analysis on customer interactions to gauge campaign reception.
B) Analyze call origin information and identify calls originating from social media campaigns.
C) Integrate social media platform data with Salesforce for customer journey analysis.
D) Monitor case mentions of specific campaign keywords and track resolution times.

2. Universal Containers (UC) requires agents to use their mobile devices as part of the daily operations. In order to do that, agents need a service app that can be published on AppExchange. Which kind of environment should UC use to develop and deploy this app on Appexchange?

A) Sandbox
B) Scratch org (correct)
C) Source org

3. You need to deploy a new case routing algorithm based on AI. Which deployment process provides the safest and most controlled approach?

A) All of the above, depending on the complexity and potential impact of the new algorithm.
B) Full sandbox deployment for comprehensive testing before migrating to production.
C) Production deployment directly to all users simultaneously, with immediate effect.
D) Pilot deployment involving a small user group for testing and feedback before broader rollout.

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

A) Secure Sockets Layer (SSL) encryption protecting data transmission between the bot and external systems.
B) All of the above, forming a multi-layered security approach for data exchange with external systems.
C) API authentication mechanisms ensuring authorized access and verification for data exchange.
D) Field-Level Encryption selectively encrypting sensitive data fields within the bot's data storage.

5. You need to validate call recording functionality. Which Salesforce tool assists with this?

A) Configuring Voice Call Transcripts to generate automatic text summaries of recorded calls.
B) Monitoring call logs and reports within Salesforce for recorded call availability.
C) Utilizing the Call History related list on Case records to access and play recordings.
D) All of the above, providing various options for accessing, playing, and reviewing call recordings.

Solutions: