Salesforce Contact Center Accredited Professional - AP-226

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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. Your project requires migrating custom objects and their associated dat a. Which data preparation step helps maintain field-level validation rules and triggers?

A) Exporting custom objects and data along with associated validation rules and trigger definitions for import into the new system.
B) Configuring the new system to automatically recognize and apply existing field-level validation rules and triggers during data migration.
C) All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects.
D) Manually reviewing and verifying the accuracy and functionality of imported validation rules and triggers after data migration.

2. The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?

A) First Contact Resolution (FCR) Rate
B) Agent Average AHT
C) Customer Effort Score (CES)
D) Number of Escalated Cases

3. 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.

4. The customer needs flexibility for future modifications to workflows and processes. Which design approach promotes maintainability?

A) Develop complex custom code for every functionality to achieve specific needs.
B) Utilize external applications and extensive third-party integrations for various functionalities.
C) Design rigid workflows with limited room for future adjustments or customizations.
D) Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation.

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

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

Solutions: