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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?

A) All of the above, depending on the security requirements, desired level of control, and complexity of data access needs.
B) Salesforce Sharing Settings granting specific access levels to external users for relevant dashboards and reports.
C) Exporting reports and dashboards for external access via email or file sharing platforms.
D) Custom Apex development for building secure data sharing portals with granular access controls.

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

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

3. While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:
Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.
Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time How should a consultant recommend implementing this requirement?

A) Create additional holiday rules in the SLAs
B) Set up Support Holidays to specify holidays.
C) Create an Apex trigger to check agent holidays

4. The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized?

A) Knowledge Base
B) Omni-Channel Routing
C) Einstein Analytics
D) Field-Level Security

5. (a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.

A) All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.
B) Reviewing report builder configurations and data source connections to ensure alignment with defined reporting requirements.
C) Analyzing system logs and report execution history to identify any errors or missing data within generated reports.
D) All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.

Solutions: