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Salesforce Salesforce-Contact-Center - Contact Center Accredited Professional (AP-226)

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Total 205 questions

The consultant should suggest UMS configure its Experience Cloud site to

support the desired chat routing using the following approach:

Pass in the User ID field as a hidden pre-chat field and check the value of

that field in an Omni-Channel flow to determine the routing destination.

The customer service manager at Universal Containers wants to implement

a process to ensure cases that are not resolved in time get brought to the

attention of more experienced service agents. A consultant has proposed

to implement case escalation rules for this. Which best practice should the

consultant observe when configuring case escalation rules?

A.

Put the most complex escalation Rule Entry at the end of the sort order to

improve system performance.

B.

Create a maximum of 25 Rule Entries to make the escalation rules easy to

maintain for an administrator.

C.

Create a catch-all Rule Entry at the end of the sort order so that if no other

entry is met a case still gets evaluated.

Validating email functionality involves testing delivery and content accuracy. Which tool helps with email address verification?

A.

Salesforce Reports with filters to identify cases with invalid email addresses.

B.

Data Loader functionality for bulk email address validation against external databases.

C.

Einstein Validation Service for real-time email address verification during data entry.

D.

Salesforce Sandbox environment for sending test emails and verifying recipient details.

The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.

Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.

Which Experience Cloud template should a consultant recommend

A.

Help Center

B.

Customer Service

C.

Customer Account Portal

The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?

A.

Omni-Channel Routing

B.

Case Management

C.

Einstein Bots

D.

Customer Community

Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?

A.

Phased deployment migrating agents and customer access in groups to minimize service interruption.

B.

Parallel deployment running both platforms simultaneously until full migration to the new system.

C.

Cutover deployment with a temporary system switch during scheduled maintenance time for minimal disruption.

D.

All of the above, depending on the platform integration complexity and desired downtime window.

Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

A.

Presence-based routing automatically assigning tasks based on agent availability.

B.

Omni-Channel Presence States indicating online and offline agent status for different channels.

C.

Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.

D.

All of the above, working together for optimal multi-channel task assignment and routing.

The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?

A.

Utilize Omni-Channel Routing to unify case routing and agent availability across channels.

B.

Configure a Knowledge Base with searchable articles andFAQs for self-service options.

C.

Implement the Customer Community for forum discussions and support ticket submission.

D.

Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.

The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?

A.

Number of features or functionalities implemented within the system.

B.

User satisfaction surveys and agent feedback on the new system.

C.

System availability and uptime per customer expectations and service level agreements (SLAs).

D.

Resource utilization and infrastructure costs associated with running the Contact Center.

The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?

A.

LiveChat

B.

Einstein Bots

C.

Salesforce Flow

D.

DocuSign

You‘re deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?

A.

Defining precise triggers for proactive chat engagement based on website visitor behavior and context.

B.

Configuring clear opt-out options for customers within the chat window and on website landing pages.

C.

Providing agents with readily available customer context and browsing history within the chat interface.

D.

All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.