Salesforce Contact Center Accredited Professional : AP-226

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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. A project sponsor has informed a consultant that customer satisfaction is their top..
Which Contact Center metric should the consultant prioritize improving?

A) First Call Resolution(correct)
B) Average Handle Time
C) Average Wait Time

2. You're preparing data migration for knowledge base articles with associated attachments. Which step helps ensure file compatibility and accessibility within the new platform?

A) Converting attachments to formats compatible with the new knowledge base system before the migration process.
B) Configuring the new platform to recognize and handle different file formats associated with migrated knowledge base articles.
C) All of the above, contributing to seamless access and usability of knowledge base articles with corresponding attachments in the new system.
D) Testing access and download functionality for attached files within the new platform after the migration is complete.

3. Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?

A) Providing comprehensive training on the new platform's features and functionalities for report creation and analysis.
B) Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.
C) All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system.
D) Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.

4. Your project requires migrating customer data with multiple language variations. Which data preparation step helps maintain language consistency and accuracy?

A) Configuring the new system to recognize and handle different language formats and encoding standards for accurate import.
B) Utilizing data validation rules to flag and correct inconsistencies in customer record language formats and character sets.
C) Manually reviewing and verifying the language and character consistency of customer data before migration.
D) All of the above, contributing to a seamless transition with accurate representation of multilingual customer data.

5. Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?

A) All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.
B) Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.
C) Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.
D) Documenting API configurations and connection details for external integrations after successful migration and testing.

Solutions: