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Salesforce AP-226 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Implement	41%	- Core Contact Center Configuration 1. Configure basic Contact Center functionality 2. Validate Contact Center metrics 3. Configure business processes - Self-Service and Automation 1. Configure bots functionality 2. Configure case management functionality 3. Configure self-service functionality - Communication Channels 1. Configure Omni-Channel functionality 2. Configure messaging channels 3. Configure email functionality 4. Configure voice functionality - Data and Migration 1. Validate integrations and configurations 2. Determine data migration strategies
Topic 2: Discovery	20%	- KPIs and Success Metrics 1. Identify key performance indicators 2. Prioritize business success measurements - Business Requirements 1. Determine routing logic requirements 2. Identify required features and capabilities 3. Analyze business processes and channels - Customer Use Cases and Stakeholders 1. Define personas and stakeholders 2. Conduct customer discovery interviews
Topic 3: Deploy	10%	- Deployment Planning 1. Document cut-over requirements 2. Identify deployment processes - Validation and Migration 1. Prepare systems for data migration 2. Validate deployment requirements
Topic 4: Design	29%	- Implementation Planning 1. Create release management strategies 2. Define KPI measurement methods 3. Design implementation plans - Solution Design 1. Design scalable and maintainable solutions 2. Apply standard data models and best practices 3. Map Contact Center functionalities to requirements - Contact Center Capabilities 1. Evaluate standard Contact Center functionality 2. Define persona-based user experiences 3. Determine future functionality usage

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Salesforce Contact Center Accredited Professional AP-226 Prüfungsfragen mit Lösungen (Q22-Q27):

22. Frage
The IT team wants to integrate Salesforce with their existing CRM system. Which future functionality would facilitate this?

A. Develop custom Apex code to synchronize data between the two systems.
B. Utilize standard Salesforce connectors and APIs for seamless data exchange.
C. Implement point-to-point integrations with unique data mappings for each field.
D. Migrate all Contact Center data into the existing CRM system to avoid integration complexity.

Antwort: B

Begründung:
Utilizing standard Salesforce connectors and APIs is the most effective and straightforward method for integrating Salesforce with existing CRM systems. These tools are designed to facilitate seamless data exchange and ensure data integrity between Salesforce and other platforms. This eliminates the need for extensive custom coding and simplifies maintenance. Therefore, "A. Utilize standard Salesforce connectors and APIs for seamless data exchange" is the recommended approach for such integrations.
Reference: Salesforce Integration

23. Frage
The customer aims to automate repetitive case escalation processes. Which feature can streamline this?

A. Workflow Rules
B. Queues
C. Entitlements
D. Field History Tracking

Antwort: A

Begründung:
Workflow Rules in Salesforce can automate repetitive case escalation processes effectively. By setting up rules based on specific criteria, these workflows automatically escalate cases to the right team or individual when predefined conditions are met. This feature helps streamline case management processes, reduces manual intervention, and ensures timely response to critical issues, thereby improving overall efficiency in handling customer cases.

24. Frage
While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?

A. SMS Messaging
B. Facebook Messenger
C. Messaging for In-App

Antwort: A,B,C

Begründung:
Ursa Major Solar can implement customer push notifications across various channels including SMS Messaging, Facebook Messenger, and Messaging for In-App as part of their Customer Engagement upgrade project. These channels are supported by Salesforce's marketing and engagement tools, allowing for the delivery of timely and relevant notifications directly to customers' devices. Utilizing these channels for push notifications can enhance customer engagement by providing updates, promotions, and alerts that encourage interaction and improve customer experience.
Reference: https://www.salesforce.com/products/marketing-cloud/best-practices/push-notification-strategy/

25. Frage
You're migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?

A. Salesforce Content Management System (CMS) for document and asset management.
B. External cloud storage with Salesforce integration.
C. File attachments within Salesforce case records.
D. Salesforce Platform Events or Queues for real-time data streaming and storage.

Antwort: B

Begründung:
When migrating historical call recordings, secure and scalable storage options are crucial. External cloud storage solutions, integrated with Salesforce, provide the best option for handling large volumes of data such as call recordings. These solutions offer scalability, security, and easy accessibility, which are necessary for effective data management within Salesforce environments. Thus, "B. External cloud storage with Salesforce integration" is the most suitable storage option for this purpose.
Reference: Salesforce Files and Content Management

26. Frage
I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.
Ursa Major Solar has implemented Service Cloud Voice. After using it for several months, the customer service manager notices that agents rarely create a note that summarizes what was discussed during a phone call.
This has made it difficult to get an overview of what happened on a case.
What should a consultant suggest to help resolve this challenge?

A. Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.
B. A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time
C. Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up

Antwort: A

Begründung:
To address the issue of agents not having enough time to create summaries after phone calls in Service Cloud Voice, the After Conversation Work (ACW) component should be implemented. ACW provides a designated period after each call where agents are not assigned new calls, allowing them to complete necessary follow-up tasks such as summarizing the call. This helps in ensuring that comprehensive notes are taken, which are crucial for maintaining a detailed history of customer interactions and for providing context in future engagements. By using ACW, agents can focus on quality documentation without the pressure of immediate new call assignments.
Reference: https://help.salesforce.com/s/articleView?id=sf.voice_work.htm

27. Frage
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