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Salesforce AP-226 Exam Syllabus Topics:

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

Salesforce Contact Center Accredited Professional Sample Questions:

Your customer expects high call volume during peak hours. Which solution best ensures contact center scalability?

  • A. Utilize a third-party call center solution integrated with Salesforce.
  • B. Configure multiple queues and leverage Omni-Channel Routing for dynamic agent availability.
  • C. Implement custom Apex code for routing and case management.
  • D. Increase agent resources without considering automation or process optimization.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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The customer requires advanced customization for specific workflows. What is the best approach?

  • A. Third-party development
  • B. Out-of-the-box configuration
  • C. Salesforce Flow
  • D. Custom Apex coding
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?

  • A. First Contact Resolution (FCR) Rate
  • B. Number of Escalated Cases
  • C. Customer Effort Score (CES)
  • D. Agent Average AHT
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?

  • A. All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.
  • B. Providing comprehensive training on the dashboard features and metrics for agents.
  • C. Making the dashboard easily accessible and readily available within the agent interface.
  • D. Customizing the dashboard layout and visualizations to align with agent preferences and needs.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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

You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?

  • A. Sending test emails with sample data sets and manually checking for merge field accuracy.
  • B. Reviewing email delivery logs and checking for errors or missing data in merged fields.
  • C. Implementing Apex triggers to validate data integrity before triggering email sending actions.
  • D. Utilizing pre-configured Salesforce test cases for email merge field functionality.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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