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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?

A) Flow Builder with chatbot elements for building conversational interfaces within flows.
B) Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.
C) Einstein Bots with natural language processing and conversational AI capabilities.
D) All of the above, providing various options for building and integrating chatbots into your self-service experience.

2. Your legacy system stores customer data in different formats. Which tool helps assess data readiness for migration?

A) Custom Apex code scripts developed to assess and clean legacy data for migration.
B) Salesforce Data Loader for bulk data imports and mapping.
C) Data Migration Assistant (DMA) tool for analyzing data format and compatibility.
D) Data Quality Rules within Salesforce highlighting inconsistencies and missing information.

3. The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
Which Experience Cloud template should a consultant recommend

A) Customer Account Portal
B) Help Center
C) Customer Service

4. Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?

A) Utilize dynamic agent availability and presence routing across all channels.
B) Set automatic case deflection rules for common issues on chat after business hours.
C) Configure separate queues for each channel with specific business hours.
D) Implement a third-party chat solution with 24/7 availability integration.

5. Universal Containers (UC) has been working on a Digital Engagement
implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC's current environments are listed below.
* Production Org
* Test Sandbox
* Developer Sandbox
Which environments should have a two-way deployment connection in this
scenario

A) Production Ong and Test Sandbox
B) Developer Sandbox and Production
C) Test Sandbox and Developer Sandbox

Solutions: