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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?

A. Process Builder
B. Knowledge Base
C. OmniScript
D. Web Service API

Question 2

Where should the consultant point the agent to access the all transcript?

A. conversation Component in Service Console
B. Amazon Connect Dashboard
C. Caller Contact record in Salesforce

Question 3

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. Cutover deployment with a temporary system switch during scheduled maintenance time for minimal disruption.
C. All of the above, depending on the platform integration complexity and desired downtime window.
D. Parallel deployment running both platforms simultaneously until full migration to the new system.

Question 4

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. Sandbox
C. Scratch org (correct)

Question 5

The customer requires advanced customization for specific workflows. What is the best approach?

A. Custom Apex coding
B. Third-party development
C. Salesforce Flow
D. Out-of-the-box configuration

Solutions: