Salesforce Contact Center Accredited Professional (AP-226) Exam Practice Test Instant Access

Question 1

The customer needs real-time sentiment analysis during calls. Which third-party integration might be beneficial?

AZoom

BGenesys Cloud CX

CGoogle Cloud AI

DZendesk

Answer : C

Google Cloud AI offers robust capabilities for sentiment analysis, which can be integrated with Salesforce to analyze customer sentiments in real-time during calls. This integration uses machine learning models to assess voice and text inputs to determine the customer's mood and tone, providing valuable insights to agents during live interactions.

Google Cloud AI specializes in machine learning and AI capabilities, including natural language processing necessary for sentiment analysis.

Zoom, Genesys Cloud CX, and Zendesk offer various communication and customer service solutions but do not inherently provide real-time sentiment analysis without additional AI capabilities like those offered by Google Cloud AI.

More information on integrating Google Cloud AI with Salesforce for sentiment analysis can be found at Salesforce and Google Cloud Integration.

Question 2

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

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

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

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

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

Answer : A

Omni-Channel Routing in Salesforce provides a unified view of customer interactions across all channels by efficiently managing case routing and tracking agent availability. This feature ensures that all customer interactions, whether through email, phone, chat, or social media, are visible and manageable in a single console, thus enhancing the ability to provide consistent and informed customer service. Therefore, 'A. Utilize Omni-Channel Routing to unify case routing and agent availability across channels' is the best option for achieving a single view of customer interactions across various communication platforms. Reference: Salesforce Omni-Channel Routing

Question 3

Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

AConfiguring data encryption for transferred information and user access with multi-factor authentication.

BConducting pre-migration security audits and vulnerability assessments of both platforms.

CEstablishing clear data ownership and access rights for users across the old and new platforms.

DAll of the above, contributing to a secure and controlled migration process with robust data protection.

Answer : D

Maintaining data security during a migration to a new cloud-based Contact Center platform involves several key steps. Configuring data encryption and multi-factor authentication protects data during transit and ensures secure access. Conducting security audits and vulnerability assessments identifies potential risks that can be mitigated before migration. Establishing data ownership and access rights ensures that only authorized users can access sensitive information. Thus, 'D. All of the above, contributing to a secure and controlled migration process with robust data protection' covers all essential security measures for a cloud migration. Reference: Salesforce Security Best Practices

Question 4

The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?

AImplement custom dashboards with visualizations of overall case volume and agent performance.

BConfigure reports with filters to break down case resolution times by agent and case priority.

CDevelop custom fields and reports to categorize cases by product and track resolution times per category.

DUtilize Einstein Analytics for advanced machine learning insights into case trends and root causes.

Answer : C

To effectively track case resolution times by product category, developing custom fields and reports specific to case categorization is most relevant. By adding custom fields to categorize cases based on the product and configuring reports to analyze resolution times for each category, organizations can gain insights into performance metrics segmented by product. This approach allows for more targeted analysis and improvement of service processes related to specific product lines.

Question 5

Ursa Major Solar will use Data Loader for data migration of closed cases

because of large amount of data

What does a consultant need to keep in mind while using data loader?

AAutomated processes are executed by default

BAutomated processes are not executed

COnly Apex triggers are executed

Answer : B

When using Data Loader for data migration, it's important to note that automated processes such as workflow rules, processes from Process Builder, and some validation rules are not executed by default unless specified in the settings. This can be crucial for ensuring the integrity of the data migration process, particularly when dealing with large volumes of data like closed cases. Thus, 'B. Automated processes are not executed' is the key consideration to keep in mind, as it affects how the data is handled during the migration process. Reference: Salesforce Data Loader Guide

Question 6

The most suitable Service Cloud Voice feature for Ursa Major Solar to

protect customer information during phone interactions is:

Pause/Resume Call Recording

A client requires that their Messaging for Web customers are able to see

wait times when starting an interaction. They also want to allow a banner to

inform customers that chats are unavailable outside of business hours.

What are some of the required configurations in this solution?

ABusiness Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow

BBusiness Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active and Business Hours added to the Embedded Deployment

CEstimated Wait Time activated, Event Flow routing Business Hours set,
and Lite Shoe class in the Pre-Chat form

Answer : B

To enhance the customer experience for Messaging for Web, several configurations are needed:

Business Hours: Must be active to inform customers about service availability during specific hours.

Omni-Channel Queue or Flow: Required for managing and routing customer interactions.

Estimated Wait Time: Should be activated to display expected wait times to customers, helping manage their expectations.

Business Hours added to the Embedded Deployment: Ensures that the chat functionality reflects the correct availability times and conditions outside business hours.

This combination of settings ensures that customers receive accurate information about wait times and service availability, enhancing transparency and customer satisfaction. Reference: Salesforce Omni-Channel Management

Question 7

The marketing team wants to track the impact of social media campaigns on Contact Center volume. How can you measure this?

AMonitor case mentions of specific campaign keywords and track resolution times.

BIntegrate social media platform data with Salesforce for customer journey analysis.

CAnalyze call origin information and identify calls originating from social media campaigns.

DDeploy sentiment analysis on customer interactions to gauge campaign reception.

Answer : B

Integrating social media platform data with Salesforce allows for a comprehensive analysis of the customer journey, including the impact of social media campaigns on Contact Center volume. This approach enables tracking specific interactions related to campaigns and assessing their influence on customer inquiries and case volumes. Thus, 'B. Integrate social media platform data with Salesforce for customer journey analysis' provides a strategic method to correlate social media activities with changes in contact center metrics. Reference: Salesforce Social Studio