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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. Your KPIs include measuring agent utilization rates. Which metric best reflects this?

A) Number of cases handled by an agent during a specific period.
B) Time spent by an agent on various activities throughout the workday.
C) Agent login duration divided by the total active work time on cases or chats.
D) All of the above, depending on the desired scope and granularity of agent utilization measurement.

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

A) Salesforce Flow
B) DocuSign
C) LiveChat
D) Einstein Bots

3. The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?

A) First Contact Resolution (FCR) Rate
B) Agent Average AHT
C) Customer Effort Score (CES)
D) Number of Escalated Cases

4. 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?

A) Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form
B) Business Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow
C) Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment

5. The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

A) All of the above, combined for a comprehensive view of customer satisfaction.
B) Track average call handle time and first-contact resolution rate.
C) Monitor agent performance against resolution time and escalation benchmarks.
D) Implement customer satisfaction surveys after interactions and analyze sentiment analysis.

Solutions: