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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement | 41% | - Data and Migration
|
| Topic 2: Design | 29% | - Implementation Planning
|
| Topic 3: Deploy | 10% | - Deployment Planning
|
| Topic 4: Discovery | 20% | - Customer Use Cases and Stakeholders
|
Salesforce Contact Center Accredited Professional Sample Questions:
Your deployment involves integrating a new chat platform. Which data migration preparation step ensures seamless continuity for ongoing chat conversations?
- A. Importing historical chat transcripts and associating them with corresponding cases or customer profiles.
- B. All of the above, contributing to a smooth transition with minimal disruption to ongoing chat interactions.
- C. Configuring the new platform to automatically migrate open chat sessions in progress during the cut-over period.
- D. Testing data migration with sample chat sessions and verifying accurate transfer of conversation details and context.
Correct Answer: B 🗳️
Explanation: Only visible for Pass4suresVCE members. You can sign-up / login (it's free).
Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?
- A. All of the above, working together to prevent duplicate records and ensure data integrity after migration.
- B. Data Import Wizard with duplicate prevention settings during bulk data importing.
- C. Matching rules defining criteria for identifying and merging duplicate records.
- D. Workflow Rules automatically triggering deduplication logic based on specific data fields.
Correct Answer: A 🗳️
Explanation: Only visible for Pass4suresVCE members. You can sign-up / login (it's free).
The customer wants to measure the effectiveness of self-service options. Which metrics would be most relevant?
- A. Monitor customer satisfaction surveys completed after using self-service options.
- B. All of the above, providing a comprehensive view of self-service effectiveness and user experience.
- C. Analyze average resolution times for cases initiated through self-service versus traditional channels.
- D. Track the number of cases deflected by self-service compared to the total case volume.
Correct Answer: B 🗳️
Explanation: Only visible for Pass4suresVCE members. You can sign-up / login (it's free).
You have identified two personas for your Contact Center: experienced agents and new hires. How can future functionality cater to both groups?
- A. Develop advanced automation tools for experienced agents and basic training resources for new hires.
- B. Implement separate knowledge bases with content tailored to each persona's experience level.
- C. Design a flexible interface that adapts to different skill levels and learning styles.
- D. Offer personalized dashboards with relevant metrics and performance insights for each agent.
Correct Answer: C 🗳️
Explanation: Only visible for Pass4suresVCE members. You can sign-up / login (it's free).
Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?
- A. API authentication mechanisms ensuring authorized access and verification for data exchange.
- B. Secure Sockets Layer (SSL) encryption protecting data transmission between the bot and external systems.
- C. Field-Level Encryption selectively encrypting sensitive data fields within the bot's data storage.
- D. All of the above, forming a multi-layered security approach for data exchange with external systems.
Correct Answer: D 🗳️
Explanation: Only visible for Pass4suresVCE members. You can sign-up / login (it's free).



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