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Salesforce AP-226 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Design	29%	- Scalable Architecture Design 1. Design maintainable Contact Center solutions 2. Apply standard data models - Solution Mapping 1. Map Contact Center features to requirements
Topic 2: Discovery	20%	- Customer Use Case Analysis 1. Identify personas and stakeholders 2. Conduct requirement interviews - Requirements Definition 1. Map use cases to features and systems 2. Define channel and routing requirements - Success Metrics 1. Identify KPIs aligned to business goals
Topic 3: Implement		- Contact Center Configuration 1. Configure operational components 2. Set up core Contact Center features

Section

Weight

Objectives

Topic 1: Design

29%

- Scalable Architecture Design

1. Design maintainable Contact Center solutions
2. Apply standard data models

- Solution Mapping

1. Map Contact Center features to requirements

Topic 2: Discovery

20%

- Customer Use Case Analysis

1. Identify personas and stakeholders
2. Conduct requirement interviews

- Requirements Definition

1. Map use cases to features and systems
2. Define channel and routing requirements

- Success Metrics

1. Identify KPIs aligned to business goals

Topic 3: Implement

- Contact Center Configuration

1. Configure operational components
2. Set up core Contact Center features

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Salesforce Contact Center Accredited Professional AP-226 Prüfungsfragen mit Lösungen (Q57-Q62):

57. Frage
The correct answer is Provision a long code phone number at least 2weeks before go-live.
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?

A. The correct answer is Create and assign a new Presence Configuration.
B. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.
C. Create and assign a new Presence Status

Antwort: B

Begründung:
To support new hire agents who struggle with handling multiple chat requests, configuring Omni-Channel settings to limit the number of concurrent chats is crucial. By creating and assigning a new Presence Configuration that limits junior agents to handling only two chat requests at a time, administrators can effectively manage agent workload. This configuration allows the organization to tailor chat capacity to individual agent capabilities, improving both performance and job satisfaction. "A. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration" is therefore the correct approach to provide ramp-up time for junior agents.
Reference: Salesforce Omni-Channel Settings

58. Frage
The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?

A. The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the
B. Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object
C. Create a flow that references the custom object.

Antwort: A

Begründung:
custom object.
Explanation:
For linking voice calls to customer orders in Ursa Major Solar's Salesforce environment, creating a custom lookup field on the Voice Call object to the custom object that tracks customer orders is the best approach. This setup allows each voice call record to be directly associated with a specific customer order, enabling easy tracking and reference during customer interactions. This method provides a streamlined and systematic way to link and access relevant order details directly from the call interface.
Reference: Salesforce Custom Objects and Fields

59. Frage
The required configurations for the client's requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to the contact center, which contain many PDF files, In general, the email communication back and forth with the customer is high. They do not want to duplicate the PDFs every time a new email's received in the same email thread.
When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.
How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?

A. Attachments
B. Custom file storage solution
C. Salesforce Files

Antwort: C

Begründung:
To comply with the "Eliminate duplicate email attachments" setting in Email-to-Case, PDFs should be processed as Salesforce Files. Salesforce Files offers more advanced management capabilities, including deduplication, sharing, and security options compared to traditional attachments. This approach will prevent duplication of PDF files every time a new email is received in the same email thread, thereby optimizing storage and managing files more efficiently within the platform.

60. Frage
The consultant should recommend the company utilize Flow Settings in
Email-to-Case to meet their requirements.
A customer service manager wants to implement a process where a case
gets reassigned to a higher support tier if it is not resolved within a given service-level agreement (SLA) timeline.
Which solution should a consultant propose to set this process up?

A. Create an Escalation Rule Entry and configure it so that cases get an escalated status of the case is still open after passing SLA times.
B. Create a Quick Action for escalating a case and set up Conditional
Visibility Rude to show the Quick Action after a case has passed SLA times Create a record-triggered flow that gives cases an escalated status if it is still open a pa A times.
C. The consultant should propose creating an Escalation Rule Entry to set up

Antwort: C

Begründung:
For managing cases based on service-level agreements (SLAs) where a case needs to be reassigned to a higher support tier if not resolved within the specified time, the appropriate solution is to use Escalation Rules. Escalation Rules in Salesforce allow you to automatically escalate cases based on criteria such as case age, ensuring that SLA timelines are adhered to. The rule can be set to change the assignment of the case to a higher tier support group or individual when the case remains open past the SLA threshold.
Reference: Salesforce Escalation Rules

61. Frage
Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?

A. All of the above, working together for dynamic case assignment and escalation based on context and urgency.
B. Process Builder sequences triggering automated case creation and assignment based on data triggers.
C. Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
D. Case Assignment Rules using predefined criteria to direct cases to specific queues or agents.

Antwort: A

Begründung:
In scenarios involving automatic case assignment based on factors like urgency and location, a combination of Salesforce features is typically most effective. Case Assignment Rules can be used to automatically route cases to appropriate queues or agents based on predefined criteria. Process Builder can trigger automated case assignments and other related actions based on specific data triggers. Escalation Rules manage cases that require urgent attention by escalating them as needed. "D. All of the above, working together for dynamic case assignment and escalation based on context and urgency" best describes the integrated approach necessary for managing these assignments effectively.
Reference: Salesforce Documentation on Case Assignment and Escalation

62. Frage
......

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