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

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Total 205 questions

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

A.

Implement multi-factor authentication (MFA) for secure agent logins and access.

B.

Configure field-level security to restrict access to sensitive data based on user roles.

C.

Encrypt customer data at rest and in transit to protect against unauthorized access.

D.

Regularly conduct security audits and vulnerability assessments to identify potential risks.

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.

A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours

Which set of functionalities should the consultant research in this case?

A.

Messaging for Web and Einstein Bots

B.

Web to Chat and Embedded Service

C.

Messaging for Web and Embedded Service

You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?

A.

Sending test emails with sample data sets and manually checking for merge field accuracy.

B.

Utilizing pre-configured Salesforce test cases for email merge field functionality.

C.

Reviewing email delivery logs and checking for errors or missing data in merged fields.

D.

Implementing Apex triggers to validate data integrity before triggering email sending actions.

Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

A.

Einstein Feedback Surveys automatically sent based on case closure events and collecting customer feedback on their experience.

B.

Process Builder sequences initiating customer satisfaction surveys upon case closure and managing survey workflow.

C.

Flow Builder with visual interface for designing and configuring survey forms and logic for collecting feedback after case closure.

D.

All of the above, offering various options for triggering and managing customer satisfaction surveys within case management.

Universal Containers (UC) requires agents to use their mobile devices as

part of the daily operations. In order to do that, agents need a service app

that can be published on AppExchange. Which kind of environment should

UC use to develop and deploy this app on Appexchange?

A.

Source org

B.

Scratch org (correct)

C.

Sandbox

The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?

A.

Develop custom Apex code for automated email triggers and attachments.

B.

Utilize Process Builder with predefined rules for email notifications based on case updates.

C.

Configure outbound email integrations with pre-built templates for invoices and case summaries.

D.

Implement Einstein Bots to handle email communication and automate basic customer interactions.

The environments that should have a two-way deployment connection in

this scenario are Test Sandbox and Production Org.

Which requirement needs to be met to perform a quick deployment for

change sets or Metadata API components without testing the full

deployment?

A.

Each class and trigger that was deployed is covered by at least 75% jointly

B.

Tests in the org or al local tests are run and Apex trigger have some

coverage

C.

Components have been validated successful for the target event within least

70 days

Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?

A.

Matching rules defining criteria for identifying and merging duplicate records.

B.

Data Import Wizard with duplicate prevention settings during bulk data importing.

C.

Workflow Rules automatically triggering deduplication logic based on specific data fields.

D.

All of the above, working together to prevent duplicate records and ensure data integrity after migration.

Your data migration plan involves staged rollouts for different user groups. Which data preparation step facilitates this approach?

A.

Dividing customer data into separate subsets based on user groups for targeted and phased migration.

B.

Configuring role-based access controls within the new system to ensure data access aligns with user group assignments.

C.

Testing data migration functionalities with pilot groups to identify and address any issues before broader rollout.

D.

All of the above, contributing to a controlled and efficient data migration process with minimal disruption to different user groups.