Salesforce AP-226 問題集

試験コード：AP-226

試験名称：Contact Center Accredited Professional

最近更新時間：2026-07-03

問題と解答：全209問

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質問 1：
You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?
A. Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
B. Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
C. Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.
D. All of the above, providing options for diverse bot functionalities and integration flexibility.
正解：D
解説: (Topexam メンバーにのみ表示されます)

質問 2：
Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?
A. Case Assignment Rules defining criteria for routing cases to specific queues or agents.
B. Process Builder sequences triggering automated case creation and assignment based on data triggers.
C. All of the above, working together for dynamic case assignment and escalation based on context and priority.
D. Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
正解：C
解説: (Topexam メンバーにのみ表示されます)

質問 3：
Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?
A. All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.
B. Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.
C. Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.
D. Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 4：
The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?
A. Develop custom fields and reports to categorize cases by product and track resolution times per category.
B. Implement custom dashboards with visualizations of overall case volume and agent performance.
C. Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.
D. Configure reports with filters to break down case resolution times by agent and case priority.
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 5：
The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.
Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can be answered.
Which changes to the Contact Support form process should a consultant suggest to improve the response times?
A. A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword
B. Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each
C. Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.
正解：A
解説: (Topexam メンバーにのみ表示されます)

質問 6：
The customer wants to prioritize cases based on customer loyalty and contract value. Which functionality enables this?
A. Case Classification
B. Case Escalation Rules
C. Custom Apex Code
D. Entitlements
正解：C
解説: (Topexam メンバーにのみ表示されます)

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Salesforce Contact Center Accredited Professional 認定 AP-226 試験問題:

1. Universal Containers (UC) requires agents to use their mobile devices as part of the daily operations. In order to do that, agents need a service app that can be published on AppExchange. Which kind of environment should UC use to develop and deploy this app on Appexchange?

A) Sandbox
B) Scratch org (correct)
C) Source org

2. Your customer wants to measure the success of the implementation in terms of business impact. Which key performance indicators (KPIs) are most relevant?

A) All of the above, providing a holistic view of Contact Center impact on business goals.
B) Number of cases resolved, average handle time, and agent productivity metrics.
C) Cost savings achieved through operational efficiency and reduced call volume.
D) Customer satisfaction scores, net promoter score (NPS), and customer retention rates.

3. You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?

A) Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
B) Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
C) Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.
D) All of the above, providing options for diverse bot functionalities and integration flexibility.

4. Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is:
1. Service Cloud Voice:
* Streamlines inbound and outbound calling within Salesforce,
eliminating context switching and improving agent productivity.
* Offers features like call recording, transcription, and click-to-dial for faster call handling.
2. Omni-Channel:
* Intelligently routes calls to the most qualified agents based on skills, availability, and workload, ensuring faster issue resolution.
* Provides real-time insights into agent performance and call metrics
for effective management.
3. Einstein Bots:
* Handles simple inquiries and FAQs, deflecting calls from agents and
reducing queue wait times.
* Can handle tasks like scheduling appointments, providing basic
account information, or collecting initial issue details, freeing up
agents for complex issues.
During a design workshop, Ursa Major Solar (UMS) indicates to a
consultant that many cases around the same topic, which is usually an
outage. Currently the customer service agents need to respond to each and every case separately, which takes a line amount of time. They would like to be able to collect these cases together and y message that would be received by all customers.
Which incident management feature should the consultant recommend
UMS the direct communication with customers?

A) Broadcast Email
B) Broadcast Alert
C) Broadcast Site Banner

5. The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?

A) Average Contact Handle Time (AHT)
B) Case Resolution Rate
C) Number of Resolved Cases
D) Customer Satisfaction (CSAT) Score

質問と回答：

質問 # 1
正解： B

質問 # 2
正解： A

質問 # 3
正解： D

質問 # 4
正解： B

質問 # 5
正解： D