Salesforce AP-226

Various forms of memory

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Experience can be exchanged between users

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Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?

A) Regularly conduct security audits and vulnerability assessments to identify potential risks.
B) Configure field-level security to restrict access to sensitive data based on user roles.
C) Implement multi-factor authentication (MFA) for secure agent logins and access.
D) Encrypt customer data at rest and in transit to protect against unauthorized access.

2. For supervisors within a Service Cloud Voice environment using Amazon Connect, the ideal tools to track key performance indicators (KPIs) like calls answered, average handle time, and average speed to answer are:
Which functionality should a consultant recommend when a client wants to improve their service level quality and automatically push cases to an account's dedicated service agent?

A) Case Assignment Rule
B) Skill-Based Routing Rules
C) Omni Channel Flows

3. While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:
A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.

A) Update the organization-wide sharing setting for use Presence to Public Read City
B) Build Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed
C) Assign Read All data access to all voice agents

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

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

5. You need to integrate external systems for additional data enrichment within cases. Which tool facilitates this?

A) Flow Builder with pre-built connectors and actions for integration with various external data sources.
B) Salesforce Connect for establishing secure and centralized connectivity with a broader range of external systems.
C) All of the above, providing options for integrating external data sources and enriching case information for informed decision-making.
D) Apex code development for custom integrations with specific external systems and data retrieval.

Solutions: