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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Implement41%- Data and Migration
  • 1. Validate integrations and configurations
  • 2. Determine data migration strategies
- Self-Service and Automation
  • 1. Configure bots functionality
  • 2. Configure self-service functionality
  • 3. Configure case management functionality
- Core Contact Center Configuration
  • 1. Validate Contact Center metrics
  • 2. Configure business processes
  • 3. Configure basic Contact Center functionality
- Communication Channels
  • 1. Configure email functionality
  • 2. Configure messaging channels
  • 3. Configure Omni-Channel functionality
  • 4. Configure voice functionality
Design29%- Implementation Planning
  • 1. Create release management strategies
  • 2. Design implementation plans
  • 3. Define KPI measurement methods
- Contact Center Capabilities
  • 1. Evaluate standard Contact Center functionality
  • 2. Define persona-based user experiences
  • 3. Determine future functionality usage
- Solution Design
  • 1. Map Contact Center functionalities to requirements
  • 2. Design scalable and maintainable solutions
  • 3. Apply standard data models and best practices
Deploy10%- Deployment Planning
  • 1. Document cut-over requirements
  • 2. Identify deployment processes
- Validation and Migration
  • 1. Prepare systems for data migration
  • 2. Validate deployment requirements
Discovery20%- KPIs and Success Metrics
  • 1. Prioritize business success measurements
  • 2. Identify key performance indicators
- Business Requirements
  • 1. Analyze business processes and channels
  • 2. Identify required features and capabilities
  • 3. Determine routing logic requirements
- Customer Use Cases and Stakeholders
  • 1. Define personas and stakeholders
  • 2. Conduct customer discovery interviews

Salesforce Contact Center Accredited Professional Sample Questions:

The desired process of reassigning cases to a higher support tier when SLA timelines are breached.
Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to
accomplish this?

  • A. Hierarchical Sharing Settings on Calls
  • B. Collaboration on Call Recordings
  • C. Pause/Resume Call Recording
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).

The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?

  • A. Number of Closed Won Deals
  • B. Customer Lifetime Value (CLTV)
  • C. Customer Retention Rate
  • D. Contact Center Conversion Rate
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).

The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?

  • A. Salesforce Flow
  • B. LiveChat
  • C. Einstein Bots
  • D. DocuSign
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).

The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?

  • A. Communicate the issues transparently to stakeholders and implement a rollback plan if necessary.
  • B. Delay the release to ensure complete resolution of technical issues before deployment.
  • C. Ignore the technical issues and hope they resolve themselves after release.
  • D. Proceed with the release despite technical issues, as per the planned schedule.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).

Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?

  • A. Field-Level Encryption selectively encrypting sensitive data fields within the bot's data storage.
  • B. Secure Sockets Layer (SSL) encryption protecting data transmission between the bot and external systems.
  • C. All of the above, forming a multi-layered security approach for data exchange with external systems.
  • D. API authentication mechanisms ensuring authorized access and verification for data exchange.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).

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