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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer aims to automate repetitive case escalation processes. Which feature can streamline this?

A) Queues
B) Workflow Rules
C) Entitlements
D) Field History Tracking

2. The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?

A) Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.
B) Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.
C) Configure case fields to capture customer tier and contract details for manual prioritization.
D) Develop custom formulas to calculate customer loyalty and contract value score.

3. The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?

A) Web Service API
B) Process Builder
C) Knowledge Base
D) OmniScript

4. The best practice that the consultant should observe when configuring case escalation rules is:
Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated.
Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?

A) Dialog
B) Queue
C) Omni-Channel Flow

5. For supervisors within a Service Cloud Voice environment using Amazon Connect, the ideal tools to track key performance indicators (KPIs) like calls answered, average handle time, and average speed to answer are:
Which functionality should a consultant recommend when a client wants to improve their service level quality and automatically push cases to an account's dedicated service agent?

A) Case Assignment Rule
B) Omni Channel Flows
C) Skill-Based Routing Rules

Solutions: