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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The legal team emphasizes data security and compliance. How can future functionality address this?

A) All of the above, combined for a comprehensive approach to data security and compliance.
B) Implement field-level security to restrict access to sensitive data based on user roles and permissions.
C) Encrypt customer data at rest and in transit to protect against unauthorized access.
D) Conduct regular security audits and vulnerability assessments to identify potential risks.

2. Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot.
How should a consultant suggest UMS configure its Experience Cloud site to support this?

A) Pass in the User ID field as a hidden pre-chat field and check the vice of that le Channel flow to determine the routing destination
B) Create a Page Variation for each page where the chat is offerest one for authenticated one for guest users to alter the routing destination
C) Use conditional visibility on the Embedded Messaging component to show one for the users and one for guest users to alter the routing destination

3. 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?

A) Automated processes are executed by default
B) Only Apex triggers are executed
C) Automated processes are not executed

4. The desired process of reassigning cases to a higher support tier when SLA timelines are breached.
Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to
accomplish this?

A) Hierarchical Sharing Settings on Calls
B) Collaboration on Call Recordings
C) Pause/Resume Call Recording

5. The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?

A) Emphasize case escalation based on SLA breaches and time to resolution.
B) Configure skill-based routing with agent profiles mapped to specific languages and specialties.
C) Implement round-robin routing to distribute cases evenly among agents.
D) Utilize presence-based routing to connect available agents regardless of expertise.

Solutions: