Salesforce Exam Contact Center Accredited Professional (AP-226) Topic 3 Question 36 Discussion

Actual exam question for Salesforce's Contact Center Accredited Professional (AP-226) exam

Question #: 36
Topic #: 3

[All Contact Center Accredited Professional (AP-226) Questions]

The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?

ANumber of features or functionalities implemented within the system.

BUser satisfaction surveys and agent feedback on the new system.

CSystem availability and uptime per customer expectations and service level agreements (SLAs).

DResource utilization and infrastructure costs associated with running the Contact Center.

Show Suggested Answer

Suggested Answer: C

In the post-release phase, monitoring system availability and uptime is crucial for evaluating the effectiveness of a Contact Center. This metric directly impacts user experience and operational continuity, aligning with customer expectations and contractual service level agreements (SLAs). Therefore, 'C. System availability and uptime per customer expectations and service level agreements (SLAs)' is the most relevant metric for assessing the performance of the Contact Center post-release. Reference: Salesforce Service Level Agreements

by Lucia at Aug 01, 2025, 07:53 AM

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Sharen

21 hours ago

I think B) User satisfaction surveys and agent feedback on the new system is most relevant.

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