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Salesforce AP-226 Exam Syllabus Topics:

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

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Salesforce Contact Center Accredited Professional Sample Questions (Q181-Q186):

NEW QUESTION # 181
The best set of functionalities for the client's needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specific requirements.

A. As part of the project governance, Ursa Major Solar has decided to use Agle Development Principles. One of the project stakeholders has come to a consultant to explain to them a more detail the 12 agile principles.
What is one of the agile principles?
B. A consultant is preparing post-implementation training material for the agents and supervisors. Agents will need to use the cell transcript
C. Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools
D. All three options you listed are actually Agile principles! Agile Development emphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here's a breakdown of each option:

Answer: C

Explanation:
configured in Amazon Connect a part of the implementation
Explanation:
One of the Agile principles relevant to the query is "Customer collaboration over processes and tools." This principle emphasizes the importance of working with customers throughout the development process, valuing their input more than sticking rigidly to tools or predefined processes. This collaborative approach ensures that the product evolves as per the customer's needs and feedback, leading to more successful and relevant outcomes. It supports Agile's overarching goal of adaptive planning, evolutionary development, and continual improvement, which aligns perfectly with the dynamic needs of project development.
Reference: https://agilemanifesto.org/principles.html

NEW QUESTION # 182
Your self-service goals include improving user adoption and engagement. Which metric best reflects this objective?

A. Number of self-service articles viewed or downloaded by customers.
B. All of the above, providing a holistic view of self-service adoption, effectiveness, and user satisfaction.
C. Percentage of cases deflected through self-service channels and resolved without agent intervention.
D. Customer satisfaction ratings and feedback on the self-service experience.

Answer: B

Explanation:
To evaluate the success of self-service initiatives in terms of user adoption and engagement, a holistic view of various metrics is essential. Monitoring the number of articles viewed or downloaded gives an indication of user engagement with content. The percentage of cases deflected through self-service channels highlights the effectiveness in resolving issues without live agent support. Customer satisfaction ratings provide direct feedback on the user experience. Thus, "D. All of the above, providing a holistic view of self-service adoption, effectiveness, and user satisfaction" is the most informative measure of success in self-service goals.
Reference: Salesforce Service Cloud Metrics

NEW QUESTION # 183
You need to migrate both active and historical customer dat
a. Which migration approach balances efficiency and minimal disruption?

A. Phased migration migrating specific data subsets in stages to minimize service interruption.
B. Pilot migration testing the process with a small data sample before large-scale migration commences.
C. Incremental migration continuously syncing updates from legacy systems to Salesforce for real-time data consistency.
D. Full cutover migration transferring all data at once, followed by system downtime for configuration.

Answer: A

Explanation:
A phased migration approach, where specific subsets of data (both active and historical customer data) are migrated in stages, balances efficiency and minimal disruption. This strategy allows continuous operation of both legacy and new systems during the transition phase, minimizing downtime and service interruptions. It also provides opportunities to address issues on a smaller scale before they affect the entire dataset.

NEW QUESTION # 184
While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?

A. Messaging for In-App
B. SMS Messaging
C. Facebook Messenger

Answer: A,B,C

Explanation:
Ursa Major Solar can implement customer push notifications across various channels including SMS Messaging, Facebook Messenger, and Messaging for In-App as part of their Customer Engagement upgrade project. These channels are supported by Salesforce's marketing and engagement tools, allowing for the delivery of timely and relevant notifications directly to customers' devices. Utilizing these channels for push notifications can enhance customer engagement by providing updates, promotions, and alerts that encourage interaction and improve customer experience.
Reference: https://www.salesforce.com/products/marketing-cloud/best-practices/push-notification-strategy/

NEW QUESTION # 185
Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?

A. Utilize dynamic agent availability and presence routing across all channels.
B. Set automatic case deflection rules for common issues on chat after business hours.
C. Configure separate queues for each channel with specific business hours.
D. Implement a third-party chat solution with 24/7 availability integration.

Answer: C

Explanation:
Configuring separate queues for each support channel with designated business hours allows for tailored management of availability per service requirement. This setup enables organizations to offer phone and email support during standard business hours and continuous chat support around the clock. Each queue can have its unique operational hours and staffing strategies, ensuring that resources are aligned with customer expectations and demand for each communication channel.

NEW QUESTION # 186
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