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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

Question 1

You need to migrate both active and historical customer dat
a. Which migration approach balances efficiency and minimal disruption?

A. Phased migration migrating specific data subsets in stages to minimize service interruption.
B. Pilot migration testing the process with a small data sample before large-scale migration commences.
C. Incremental migration continuously syncing updates from legacy systems to Salesforce for real-time data consistency.
D. Full cutover migration transferring all data at once, followed by system downtime for configuration.

Question 2

You need to test email responsiveness on different devices. Which platform facilitates multi-device testing?

A. Sending test emails to personal accounts with different devices and platforms.
B. Utilizing Email Preview tool in Salesforce Marketing Cloud for cross-device rendering checks.
C. Developer tools in web browsers for inspecting email rendering on various devices.
D. Salesforce Inbox previewing emails on desktop and mobile versions.

Question 3

You're validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

A. All of the above, depending on the complexity and desired level of automation for duplicate case handling.
B. Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.
C. Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates.
D. Manually comparing case details and identifying duplicates for removal or merging before data migration.

Question 4

To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter's limitations:
A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.
Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

A. Average Handle Time
B. Average Cases per Agent
C. Average Resolution Time

Question 5

The IT team wants to integrate Salesforce with their existing CRM system. Which future functionality would facilitate this?

A. Migrate all Contact Center data into the existing CRM system to avoid integration complexity.
B. Develop custom Apex code to synchronize data between the two systems.
C. Implement point-to-point integrations with unique data mappings for each field.
D. Utilize standard Salesforce connectors and APIs for seamless data exchange.

Solutions: