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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?

A. Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.
B. Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.
C. Develop custom formulas to calculate customer loyalty and contract value score.
D. Configure case fields to capture customer tier and contract details for manual prioritization.

Question 2

Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?

A. Case Assignment Rules defining criteria for routing cases to specific queues or agents.
B. All of the above, working together for dynamic case assignment and escalation based on context and priority.
C. Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
D. Process Builder sequences triggering automated case creation and assignment based on data triggers.

Question 3

You need to validate data migration accuracy and completeness. Which tool assists with this process?

A. Data Compare tools like Informatica PowerCenter analyzing record discrepancies and data integrity.
B. All of the above, offering various methods for comparing and verifying data accuracy after migration.
C. Validation Rules on key fields within Salesforce ensuring data adherence to defined formats and constraints.
D. Salesforce Reports and Dashboards providing data comparisons between legacy and Salesforce systems.

Question 4

Universal Containers (UC) has a service report requirement to provide a snapshot of customers, including the service products they are using, case reason, and priority, Which dashboard in Service Analytics should UC use? Sidebar-By

A. Account Profile
B. Customer
C. Open Cases

Question 5

The customer wants to measure the effectiveness of self-service options. Which metrics would be most relevant?

A. Analyze average resolution times for cases initiated through self-service versus traditional channels.
B. All of the above, providing a comprehensive view of self-service effectiveness and user experience.
C. Monitor customer satisfaction surveys completed after using self-service options.
D. Track the number of cases deflected by self-service compared to the total case volume.

Solutions: