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Salesforce AP-226 Exam Syllabus Topics:

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

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Salesforce Contact Center Accredited Professional Sample Questions (Q77-Q82):

NEW QUESTION # 77
You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?

A. Einstein Search for intelligent article recommendations based on customer keywords and context.
B. All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.
C. Salesforce Knowledge articles with categorization and tagging for easy customer search.
D. Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.

Answer: B

Explanation:
Configuring a self-service knowledge base effectively involves multiple Salesforce features: A. Salesforce Knowledge provides articles that can be easily categorized and tagged for customer searches. B. Web-to-Case forms allow customers to submit inquiries directly if articles do not resolve their issues. C. Einstein Search enhances the experience by offering intelligent article recommendations based on customer inputs. These features together create a robust, user-friendly self-service knowledge base, promoting efficient customer self-help and satisfaction.

NEW QUESTION # 78
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. Collaboration on Call Recordings
B. Hierarchical Sharing Settings on Calls
C. Pause/Resume Call Recording

Answer: C

Explanation:
To protect customers' private information during phone interactions, especially for sensitive data like social security numbers, the Service Cloud Voice feature to recommend is Pause/Resume Call Recording. This feature allows agents to pause the recording when sensitive information is being discussed and resume it afterwards, ensuring compliance with privacy regulations and safeguarding customer data.
Reference: Salesforce Service Cloud Voice Features

NEW QUESTION # 79
You need to migrate complex workflows from your legacy system. Which tool facilitates this?

A. Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
B. All of the above, depending on the complexity and specific functionalities of the migrating workflows.
C. Apex code development for custom scripting and advanced workflow logic implementation.
D. Flow Builder with visual development environment for building complex automation and logic flows.

Answer: B

Explanation:
Depending on the complexity and requirements of the legacy workflows, you can utilize Process Builder for simple automation, Flow Builder for more intricate logic and integrations, or Apex code for custom scripting of advanced functionalities. Choose the tool that best suits the specific workflow you're migrating.

NEW QUESTION # 80
Your deployment involves migrating historical case dat
a. Which data preparation step helps maintain case history and audit trails accurately?

A. Configuring the new system to preserve chronological order and timestamps associated with historical case events.
B. Transferring all available case data, including comments, attachments, and activity logs, during the migration process.
C. Testing case history access and audit trail functionality to verify accurate retrieval and display of historical information.
D. All of the above, contributing to a complete and accessible migration of historical case data with preserved context and audit trails.

Answer: D

Explanation:
Maintaining case history and audit trails accurately during a migration process involves several crucial steps:
A: Transferring all available case data, including comments, attachments, and activity logs, ensures that no historical data is lost.
B: Configuring the new system to preserve chronological order and timestamps of historical case events maintains the integrity of the case timeline.
C: Testing case history access and audit trail functionality ensures that all historical information is retrievable and accurately displayed post-migration.
These steps collectively ensure that historical case data is migrated completely and remains accessible and contextually intact in the new system.

NEW QUESTION # 81
The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

A. Develop custom case fields and workflows to capture and track customer feedback internally.
B. Integrate with a third-party survey platform for customization and detailed analysis.
C. Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.
D. Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.

Answer: C

Explanation:
Salesforce Surveys provide a native and integrated way to capture customer feedback directly within Salesforce. By utilizing pre-built templates, these surveys can be automatically triggered after case closures, making it an effective method for collecting structured feedback. This feature ensures that the feedback is linked to the customer records and interactions, providing actionable insights and maintaining data consistency within Salesforce. Therefore, "B. Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure" is the most beneficial feedback mechanism for capturing customer opinions and improving service.
Reference: Salesforce Surveys

NEW QUESTION # 82
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