Salesforce AP-226 Exam : Contact Center Accredited Professional

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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?

A) Average Time to Answer (ATA)
B) SLA Adherence Rate
C) Number of Overdue Cases
D) Case Backlog Volume

2. The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?

A) Customer Satisfaction (CSAT) Score
B) Net Promoter Score (NPS)
C) Average Contact Handle Time (AHT)
D) Case Resolution Rate

3. You need to configure reporting for bot performance analysis. Which metric best reflects customer satisfaction with the bot experience?

A) Rate of successful resolutions achieved through bot interactions alone.
B) Number of chat sessions handled by the bot versus live agents.
C) Customer satisfaction ratings and feedback specifically gathered about the bot experience.
D) Average conversation length and time spent interacting with the bot.

4. The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?

A) Number of Knowledge Base Articles Viewed
B) Case Volume Deflection Rate
C) Web Chat Engagement Rate
D) Customer Effort Score (CES)

5. You need to integrate external systems for additional data enrichment within cases. Which tool facilitates this?

A) Flow Builder with pre-built connectors and actions for integration with various external data sources.
B) Salesforce Connect for establishing secure and centralized connectivity with a broader range of external systems.
C) All of the above, providing options for integrating external data sources and enriching case information for informed decision-making.
D) Apex code development for custom integrations with specific external systems and data retrieval.

Solutions: