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Question 1
During discovery, a consultant needs to understand which roles will use the Salesforce Contact Center and what each role needs to accomplish. Which discovery activity directly produces this understanding?
Correct Answer:
Defining personas and stakeholders
Question 2
A retailer wants to support customers over phone, email, web chat and WhatsApp. During discovery, what is the most important thing to capture about each of these channels before designing the solution?
Correct Answer:
Expected interaction volumes and customer expectations per channel
Question 3
A stakeholder says, 'Customers should never wait more than two minutes for a chat to be answered.' How should a consultant treat this statement during discovery?
Correct Answer:
As a service-level requirement that informs routing and capacity design
Question 4
Which discovery artifact best documents the end-to-end path a customer takes from first contact through resolution across multiple channels?
Correct Answer:
A customer journey map
Question 5
A consultant is gathering requirements and finds that the business cannot articulate why certain cases are escalated. What is the best discovery technique to uncover the underlying process?
Correct Answer:
Conduct stakeholder interviews and observe current agent workflows
Question 1
Exam overview

About this Exam

Prepare with the Contact Center AP Practice Questions - Salesforce Contact Center Accredited Professional (AP-226) Exam practice quiz. This question bank includes 100 questions covering wants, design, agent, omni-channel, and salesforce. Use it to review important concepts, identify knowledge gaps, and build confidence for the related exam, course, or assessment.

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Contact Center AP Practice Questions - Salesforce Contact Center Accredited Professional (AP-226) Exam

This practice set contains 100 questions from the matching question bank and focuses on wants, design, agent, omni-channel, and salesforce. Work through each question carefully, review the provided solutions, and revisit topics that need more study before your next attempt.

This is an independent study resource intended for practice and review; it is not an official examination or an endorsement by any organization named in the title.

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