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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?

A) Reports & Dashboards
B) Einstein Discovery
C) Field History Tracking
D) Process Builder

2. The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?

A) Average Contact Handle Time (AHT)
B) Customer Satisfaction (CSAT) Score
C) Net Promoter Score (NPS)
D) Case Resolution Rate

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

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

4. The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?

A) Average Time to Answer (ATA)
B) Case Backlog Volume
C) Number of Overdue Cases
D) SLA Adherence Rate

5. Your customer wants to improve agent productivity. Which future functionality could be most impactful?

A) Develop automated workflows for repetitive tasks and case escalations.
B) Integrate self-service options and chatbots for simple customer inquiries.
C) All of the above, empowering agents with streamlined tools and automated processes.
D) Implement knowledge base suggestions and AI-powered case deflection tools.

Solutions: