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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

Your bot requirements include personalized greetings and information based on customer dat a. Which Salesforce feature enables this?

A. All of the above, depending on the level of personalization and data sources required.
B. Custom Apex code dynamically fetching customer data and injecting it into chatbot responses.
C. Merge fields within bot conversation scripts linking to specific object fields containing customer information.
D. Einstein Insights providing real-time customer data to personalize bot interactions and recommendations.

Question 2

You need to validate bot security and data privacy compliance. Which tool helps with this?

A. User Role Hierarchy and Field Level Security ensuring appropriate access restrictions based on user profiles.
B. Salesforce Security Review tool providing insights into potential security vulnerabilities within your bot configuration.
C. All of the above, working together to secure bot interactions and ensure data privacy compliance.
D. Data Loss Prevention (DLP) policies defining rules for sensitive data handling and preventing unauthorized access.

Question 3

You need to configure dashboards and reports for KPI visualization. Which platform offers the most flexibility?

A. Einstein Analytics with customizable dashboards and visual data storytelling capabilities.
B. Salesforce Reporting tools for generating detailed reports and data analysis.
C. Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.
D. All of the above, depending on the desired level of detail, visual representation, and data access.

Question 4

You need to validate web form functionality. Which method provides the most direct test?

A. Manually submitting test data through the web form and verifying case creation in Salesforce.
B. Monitoring web server logs for form access and error messages to identify technical issues.
C. All of the above, offering complementary perspectives on web form functionality and potential challenges.
D. Reviewing form configuration settings and field mappings within Salesforce.

Question 5

The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system to Salesforce.
A consultant has noticed that agents always open the contact record first when they are routed a new Email-to-Case before they do anything else What should the consultant set up to make this more efficient for agents?

A. Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen
B. Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact
C. Edit the Case page layout to embed the Contact Details component on the Case page Pop action

Solutions: