Salesforce Contact Center Accredited Professional (AP-226) Salesforce-Contact-Center Exam Dumps: Updated Questions & Answers (October 2025)

Service Cloud Voice with partner telephony Service Cloud Voice with

Amazon Connect

Service Cloud Voice with partner telephony from Amazon Connect

Given that Ursa Major Solar (UMS) is already satisfied with their current

telephony provider and it can be used with Service Cloud Voice, the most suitable telephony model is Service Cloud Voice with partner telephony.

Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.

Providing comprehensive training on the new platform‘s features and functionalities for report creation and analysis.

Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.

All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system.

Number of chat sessions handled by the bot versus live agents.

Rate of successful resolutions achieved through bot interactions alone.

Customer satisfaction ratings and feedback specifically gathered about the bot experience.

Average conversation length and time spent interacting with the bot.

Monitoring Escalation History related list within case records to track escalation triggers and actions taken.

Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.

Supervisor Console providing insights into case status, queue information, and escalation triggers.

All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.

Monitoring chat logs and transcripts within Salesforce to review message content and delivery status.

Utilizing third-party testing tools like Twilio Sandbox or MessageBird to send test messages and verify delivery.

Conducting user testing sessions with real customers to gather feedback on the messaging experience and content clarity.

All of the above, offering a comprehensive approach to validate message delivery, content accuracy, and user experience.

Web-to-Case forms embedded within Knowledge Base articles for easy case creation if the article doesn‘t resolve the issue.

Case Escalation Rules automatically triggering article recommendations when specific criteria are met within a case.

All of the above, offering options for integrating knowledge base recommendations and enhancing self-service within case management.

Verifying agent training on call scripts and adherence to regulatory requirements.

Ensuring proper opt-in mechanisms and customer consent management for outbound calls.

Implementing recording and call monitoring functionalities for compliance audits and quality control.

All of the above, contributing to a compliant and responsible outbound calling operation.

Test Sandbox and Developer Sandbox

Developer Sandbox and Production

Production Ong and Test Sandbox

Manual data entry into Salesforce records for critical information.

Utilizing data migration tools with automation capabilities and bulk processing features.

Outsourcing the data migration process to experienced third-party vendors.

All of the above, depending on the resources available and the complexity of the migration project.

Detailed and rigid schedule with no room for modifications or adjustments.

Clearly defined communication channels and escalation procedures for unforeseen issues.

Regular risk assessments and contingency plans for potential challenges and roadblocks.

A collaborative work environment and open communication among stakeholders.