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Salesforce AP-226 Exam Syllabus Topics:

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

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Salesforce Contact Center Accredited Professional Sample Questions (Q117-Q122):

NEW QUESTION # 117
Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?

A. Implementing recording and call monitoring functionalities for compliance audits and quality control.
B. All of the above, contributing to a compliant and responsible outbound calling operation.
C. Verifying agent training on call scripts and adherence to regulatory requirements.
D. Ensuring proper opt-in mechanisms and customer consent management for outbound calls.

Answer: B

Explanation:
Mitigating compliance risks in outbound calling involves multiple considerations:
A: Verifying agent training on call scripts ensures adherence to regulatory requirements.
B: Ensuring proper opt-in mechanisms and management of customer consent guards against violations.
C: Implementing recording and monitoring functionalities aids in compliance audits and quality control.
Collectively, these measures foster a compliant approach to managing outbound calls, reducing risk and enhancing accountability.

NEW QUESTION # 118
The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?

A. Proceed with the release despite technical issues, as per the planned schedule.
B. Communicate the issues transparently to stakeholders and implement a rollback plan if necessary.
C. Delay the release to ensure complete resolution of technical issues before deployment.
D. Ignore the technical issues and hope they resolve themselves after release.

Answer: B

Explanation:
In the event of unforeseen technical issues during a release, the most appropriate response is to communicate transparently with stakeholders about the issues and to have a rollback plan ready if necessary. This approach ensures that all parties are informed and prepared to revert to the previous stable version if the new release proves to be unstable or problematic, maintaining trust and system reliability.

NEW QUESTION # 119
The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.
Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can be answered.
Which changes to the Contact Support form process should a consultant suggest to improve the response times?

A. Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each
B. Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.
C. A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword

Answer: C

Explanation:
To improve the response times for cases logged via the Contact Support form on Ursa Major Solar's Experience Cloud site, it is recommended to implement Case Assignment Rules. By using Case Assignment Rules to check for specific keywords in the subject or description fields, cases can be automatically assigned to the appropriate specialist queue based on the detected keywords. This targeted assignment ensures that cases are handled by the most suitable department from the outset, reducing the need for transfers and thereby improving response times. This approach leverages Salesforce's built-in functionality to efficiently route cases based on content, which can be set up and maintained with minimal technical overhead.
Reference: https://help.salesforce.com/

NEW QUESTION # 120
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. Custom file storage solution
B. Salesforce Files
C. Attachments

Answer: B

Explanation:
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.

NEW QUESTION # 121
Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

A. Salesforce Reports with filters for user searches and article views to assess popularity and engagement.
B. User feedback surveys and rating systems on Knowledge articles to gather direct customer input.
C. All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience.
D. Quality assurance reviews by internal teams or external testing services to validate content accuracy.

Answer: C

Explanation:
Validating self-service functionality, particularly the quality and accessibility of Knowledge articles, involves a combination of methods to ensure comprehensive evaluation. Salesforce Reports can analyze user searches and article views to measure engagement and identify popular content. Quality assurance reviews can validate the accuracy and relevance of the content. Additionally, user feedback surveys and rating systems enable direct customer input on the usefulness and clarity of the articles. Thus, "D. All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience" is the most effective way to assess and improve article quality and accessibility.
Reference: Salesforce Knowledge Management

NEW QUESTION # 122
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