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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The best practice that the consultant should observe when configuring case escalation rules is:
Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated.
Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?

A) Omni-Channel Flow
B) Queue
C) Dialog

2. The customer aims to automate repetitive tasks like case escalation. Which functionality can streamline this?

A) Entitlement Management
B) Omni-Channel Routing
C) Case Escalation Matrix
D) Workflow Rules

3. To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:
1. Omni-Channel Flow:
* This is the primary type used to route the conversation from the bot to the queue.
* The consultant can build a flow with a specific action to "Route Work Item."
* This action allows you to specify the target queue where the conversation will be directed.
2. Dialog: (Optional)
* While not required for basic transfers, dialogs can be used to
enhance the user experience during the transfer process.
* For example, the consultant can create a dialog that informs the
customer about the need to transfer the conversation to a live agent
and provides estimated wait times.
* Additionally, the dialog can collect any necessary information from the customer before transferring the case to the queue.
A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.
Which tool should the consultant use?

A) Data Loader
B) Data Import Wizard
C) Salesforce REST API

4. The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?

A) Implement Premier Support with dedicated access to expert consultants and proactive issue resolution.
B) Develop custom training materials and conduct internal workshops for agent familiarization.
C) Leverage partner resources and certified consultants for specialized training and implementation guidance.
D) Utilize Trailhead online modules and Salesforce documentation for independent learning.

5. Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?

A) All of the above, working together to prevent duplicate records and ensure data integrity after migration.
B) Data Import Wizard with duplicate prevention settings during bulk data importing.
C) Matching rules defining criteria for identifying and merging duplicate records.
D) Workflow Rules automatically triggering deduplication logic based on specific data fields.

Solutions: