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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Discovery | 20% | - Customer Use Case Analysis
|
| Implement | - Contact Center Configuration
| |
| Design | 29% | - Scalable Architecture Design
|
Salesforce Contact Center Accredited Professional Sample Questions:
The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?
- A. Configure field-level security to restrict access to sensitive data based on user roles.
- B. Encrypt customer data at rest and in transit to protect against unauthorized access.
- C. Implement multi-factor authentication (MFA) for secure agent logins and access.
- D. Regularly conduct security audits and vulnerability assessments to identify potential risks.
Correct Answer: A 🗳️
Explanation: Only visible for Prep4sures members. You can sign-up / login (it's free).
You're deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?
- A. Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.
- B. All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.
- C. Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.
- D. Training agents on using the social media listening tool to effectively engage with customers and address concerns.
Correct Answer: B 🗳️
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The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?
- A. Establishing a support channel for reporting issues and troubleshooting technical problems.
- B. Providing regular system updates and patches to address bugs and improve performance.
- C. Conducting periodic user training sessions to familiarize users with new features and updates.
Correct Answer: C 🗳️
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The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?
- A. Ignore the technical issues and hope they resolve themselves after release.
- B. Delay the release to ensure complete resolution of technical issues before deployment.
- C. Proceed with the release despite technical issues, as per the planned schedule.
- D. Communicate the issues transparently to stakeholders and implement a rollback plan if necessary.
Correct Answer: D 🗳️
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Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?
- A. Process Builder sequences defining IVR menus and routing options based on caller selections.
- B. Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.
- C. All of the above, depending on the complexity of the desired IVR functionalities.
- D. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.
Correct Answer: D 🗳️
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