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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?

A) Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.
B) All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.
C) Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.
D) Documenting API configurations and connection details for external integrations after successful migration and testing.

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

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

3. Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?

A) Einstein Bots with natural language processing and conversational AI capabilities.
B) Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.
C) Flow Builder with chatbot elements for building conversational interfaces within flows.
D) All of the above, providing various options for building and integrating chatbots into your self-service experience.

4. The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?

A) The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the
B) Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object
C) Create a flow that references the custom object.

5. Your design specifies dynamic greetings in email templates based on customer dat a. Which Salesforce feature enables this personalization?

A) Merge fields in email templates linked to specific object fields containing customer information.
B) Process Builder sequences dynamically updating and inserting personalized data into email content.
C) Custom Apex code to programmatically insert customer data into email templates.
D) Einstein Content Recommendations suggesting relevant templates and content based on customer data.

Solutions: