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Salesforce AP-226 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Design	29%	- Scalable Architecture Design 1. Apply standard data models 2. Design maintainable Contact Center solutions - Solution Mapping 1. Map Contact Center features to requirements
Topic 2: Implement		- Contact Center Configuration 1. Set up core Contact Center features 2. Configure operational components
Topic 3: Discovery	20%	- Success Metrics 1. Identify KPIs aligned to business goals - 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

Section

Weight

Objectives

Topic 1: Design

29%

- Scalable Architecture Design

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

- Solution Mapping

1. Map Contact Center features to requirements

Topic 2: Implement

- Contact Center Configuration

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

Topic 3: Discovery

20%

- Success Metrics

1. Identify KPIs aligned to business goals

- 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

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Salesforce Contact Center Accredited Professional Sample Questions (Q60-Q65):

NEW QUESTION # 60
The best dashboard in Service Analytics for UC's service report
requirement is Sidebar-By Customer.
Universal Containers (UC) has a requirement to create a service report that contains 50 object references. Which steps should UC take to achieve this?

A. Create 10 service reports Select the objects Combine the service reports
B. Create a Visualforce service report Create objects and fields the Vict into the objects and fields in the report
C. Create a custom report type Select four object relationships Select adal from extra objects

Answer: C

Explanation:
To create a service report containing references to 50 objects, Universal Containers should follow these steps:
Create a custom report type: This allows for the definition of primary and related objects.
Select up to four object relationships: This structures the primary relationships needed for the report.
Add fields from additional related objects: This extends the report's scope to include up to 50 object references by pulling in fields from other relevant objects.
This method provides a scalable approach to complex reporting needs within Salesforce.

NEW QUESTION # 61
Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?

A. Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.
B. Manually reviewing and adjusting internal links and formatting within each article before migration.
C. All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.
D. Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.

Answer: C

Explanation:
Maintaining internal links and formatting when migrating knowledge base articles requires careful preparation. Exporting articles in formats that preserve these elements ensures they are retained during the migration. Manually reviewing articles allows for adjustments to links and formatting that may not automatically transfer correctly. Data transformation tools can automate some adjustments, adapting articles to the new system's requirements. Thus, "D. All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links" provides a comprehensive strategy for effectively maintaining article integrity during migration.
Reference: Salesforce Knowledge Base Migration

NEW QUESTION # 62
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. Create and assign a new Presence Status
B. Routing Configuration.
C. Create and assign a new Presence Configuration. Create and apply a new

Answer: A

Explanation:
To provide ramp-up time for junior agents handling fewer chat requests at a time, an administrator should create and assign a new Presence Status. This status would specifically allow junior agents to handle only two chat requests simultaneously, compared to the standard three. This setting tailors the workload according to the agent's capability, ensuring they are not overwhelmed, which helps in their gradual adaptation to the expected work pace.

NEW QUESTION # 63
You're validating performance requirements for the deployed system. Which tool helps assess system responsiveness and handle load testing?

A. Analyzing system logs and resource utilization data to identify performance bottlenecks and resource constraints.
B. Utilizing performance testing tools to simulate user activity and analyze response times, throughput, and stability under load.
C. Monitoring agent feedback and user experience reports for any performance issues or service delays after deployment.
D. All of the above, providing a holistic view of system performance and adherence to defined responsiveness and load handling requirements.

Answer: D

Explanation:
Assessing system performance and responsiveness involves various tools and approaches:
A: Analyzing system logs and resource utilization data helps identify performance bottlenecks.
B: Utilizing performance testing tools to simulate user activity enables evaluation of system response times and stability under various load conditions.
C: Monitoring agent feedback and user experience reports provides insights into real-world performance issues post-deployment.
These combined approaches offer a comprehensive evaluation of the system's performance, ensuring it meets the required standards for responsiveness and load handling.

NEW QUESTION # 64
The customer requests integrations with existing CRM and marketing automation systems. Which approach promotes data integrity and maintainability?

A. Implement point-to-point integrations with each system, requiring ongoing customization and management.
B. Develop custom code for each integration, creating independent data silos and complex maintenance needs.
C. Utilize pre-built Salesforce connectors and APIs for seamless data exchange with external systems.
D. Avoid integrations altogether and maintain separate data environments for different functionalities.

Answer: C

Explanation:
Salesforce provides various pre-built connectors and APIs that enable seamless integration with external CRM and marketing automation systems. Using these connectors and APIs ensures data integrity and maintainability by facilitating standardized data exchange and reducing the need for custom code, which can become cumbersome and error-prone. Thus, option "B. Utilize pre-built Salesforce connectors and APIs for seamless data exchange with external systems" is the best approach for integrating systems while maintaining data integrity and ease of maintenance.
Reference: Salesforce Documentation on Integration

NEW QUESTION # 65
......

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