Salesforce AP-226 Exam Questions : Contact Center Accredited Professional

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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. You're validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

A) Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.
B) All of the above, depending on the complexity and desired level of automation for duplicate case handling.
C) Manually comparing case details and identifying duplicates for removal or merging before data migration.
D) Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates.

2. Where should the consultant point the agent to access the all transcript?

A) Amazon Connect Dashboard
B) Caller Contact record in Salesforce
C) conversation Component in Service Console

3. Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?

A) Case History related list displaying all updates and changes made to a specific case record.
B) Reporting tools showing trends and patterns in case data entry and field values.
C) All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.
D) Data Quality Rules automatically highlighting inconsistencies and missing information in case fields.

4. The legal team emphasizes data security and compliance. How can future functionality address this?

A) All of the above, combined for a comprehensive approach to data security and compliance.
B) Conduct regular security audits and vulnerability assessments to identify potential risks.
C) Implement field-level security to restrict access to sensitive data based on user roles and permissions.
D) Encrypt customer data at rest and in transit to protect against unauthorized access.

5. You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?

A) Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.
B) All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.
C) Einstein Search for intelligent article recommendations based on customer keywords and context.
D) Salesforce Knowledge articles with categorization and tagging for easy customer search.

Solutions: