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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Discovery20%- 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. Conduct customer discovery interviews
  • 2. Define personas and stakeholders
- KPIs and Success Metrics
  • 1. Prioritize business success measurements
  • 2. Identify key performance indicators
Implement41%- Data and Migration
  • 1. Validate integrations and configurations
  • 2. Determine data migration strategies
- Self-Service and Automation
  • 1. Configure self-service functionality
  • 2. Configure bots functionality
  • 3. Configure case management functionality
- Communication Channels
  • 1. Configure messaging channels
  • 2. Configure voice functionality
  • 3. Configure Omni-Channel functionality
  • 4. Configure email functionality
- Core Contact Center Configuration
  • 1. Configure business processes
  • 2. Configure basic Contact Center functionality
  • 3. Validate Contact Center metrics
Design29%- Implementation Planning
  • 1. Define KPI measurement methods
  • 2. Design implementation plans
  • 3. Create release management strategies
- 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%- Validation and Migration
  • 1. Prepare systems for data migration
  • 2. Validate deployment requirements
- Deployment Planning
  • 1. Document cut-over requirements
  • 2. Identify deployment processes

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Salesforce Contact Center Accredited Professional Sample Questions (Q158-Q163):

NEW QUESTION # 158
The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
Which Experience Cloud template should a consultant recommend

Answer: A

Explanation:
For Ursa Major Solar's objective to strengthen loyalty, increase case deflection, and improve customer retention, the consultant should recommend using the "Help Center" template from Experience Cloud. This template is designed specifically for customer support, providing features such as FAQs, articles, and community forums, which empower customers to find answers independently. Implementing a customer portal using the Help Center template can effectively reduce the volume of direct inquiries, promoting case deflection and enhancing customer satisfaction through efficient self-service options.
Reference: https://help.salesforce.com/s/articleView?id=sf.networks_choose_template.htm


NEW QUESTION # 159
The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?

Answer: B

Explanation:
Implementing automated case escalation rules based on pre-defined loyalty and contract value thresholds is the most effective way to prioritize cases. This approach uses automation to ensure that high-value customers receive the attention they require promptly, without manual intervention, thus improving efficiency and customer satisfaction.
Reference: Salesforce Automation for Case Escalation


NEW QUESTION # 160
The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?

Answer: A

Explanation:
Skill-based routing is crucial for prioritizing case assignments based on agent competencies, such as language skills and technical expertise. By configuring agent profiles within Salesforce and mapping these profiles to specific skills, cases can be automatically routed to the most qualified agents. This method ensures that customers receive the best possible service from agents who are most capable of addressing their specific needs, enhancing both efficiency and customer satisfaction.


NEW QUESTION # 161
The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?

Answer: A

Explanation:
To ensure effective ongoing support and maintenance after the rollout of a Salesforce project, all the elements listed are essential: A. Establishing a support channel is crucial for a responsive troubleshooting and issue-reporting mechanism. B. Regular system updates and patches are necessary to maintain system health and performance, ensuring that bugs are fixed and improvements are implemented regularly. C. Periodic user training sessions help users stay up-to-date with new features and updates, which is essential for maximizing the adoption and utility of the system.
Collectively, these elements create a robust support structure that facilitates continuous improvement and user engagement. Salesforce offers guidance on establishing these elements in their best practices for system maintenance and user training.
More about ongoing support and maintenance best practices can be found here:
https://admin.salesforce.com/


NEW QUESTION # 162
The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?

Answer: B

Explanation:
Reports and Dashboards in Salesforce provide comprehensive insights into agent performance and customer satisfaction. They enable organizations to create detailed reports and visualize data through customizable dashboards, which helps in monitoring key performance indicators (KPIs) and trends. This functionality supports decision-making by providing real-time data analysis, aiding in the improvement of agent performance and the enhancement of customer satisfaction levels.


NEW QUESTION # 163
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