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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

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

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

Question 2

The customer wants to minimize disruption during rollout. Which release management technique is most suitable?

A. Weekend or after-hours deployment to minimize impact on regular operations.
B. A combination of rolling updates and minimal downtime deployment techniques.
C. Rolling updates with gradual user onboarding to the new system.
D. Full system outage for complete implementation and configuration.

Question 3

Your scenario involves transitioning to a new self-service portal for customers. Which cut-over requirement helps ensure successful user adoption and engagement?

A. Implementing robust search functionalities and user-friendly navigation within the new self-service portal.
B. Launching awareness campaigns and providing clear guidance on how to use the new self-service portal.
C. Conducting user testing and gathering feedback on the portal's usability and accessibility.
D. All of the above, contributing to a positive user experience and encouraging customer adoption of the new portal.

Question 4

The scope includes integration with legacy systems. Which factor should be carefully considered in the release plan?

A. All of the above, requiring careful planning and consideration for potential complexities.
B. Development of custom Apex code for data exchange with legacy systems.
C. The availability and responsiveness of IT teams responsible for legacy systems.
D. Potential data migration challenges and ensuring data integrity during integration.

Question 5

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

Solutions: