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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The customer requires secure access control for sensitive customer dat
a. Which functionality is most important?

A) Two-Factor Authentication (2FA)
B) Field-Level Security
C) Encrypted Case Histories

2. You're migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?

A) External cloud storage with Salesforce integration.
B) Salesforce Content Management System (CMS) for document and asset management.
C) Salesforce Platform Events or Queues for real-time data streaming and storage.
D) File attachments within Salesforce case records.

3. The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.
An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue What is the reason for the work that was already in the queue not being pushed to agents?

A) Records that exist in a queue prior to Omni-Channel routing activation will not be pushed to an agent.
B) The Apply to existing records in queue option was not selected.
C) The type of work that was in the queue is not in the Selected Objects list on the queue under Supported Objects

4. Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?

A) Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.
B) Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.
C) Salesforce Data Loader for bulk data imports and basic field validation.
D) All of the above, offering various options for ensuring data quality and reliable metric interpretation.

5. The customer wants to offer self-service options for simple issues. Which functionality empowers this?

A) Knowledge Base
B) Einstein Bots
C) Process Builder
D) Web Service API

Solutions: