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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Design29%- Solution Mapping
  • 1. Map Contact Center features to requirements
    - Scalable Architecture Design
    • 1. Apply standard data models
      • 2. Design maintainable Contact Center solutions
        Implement- Contact Center Configuration
        • 1. Set up core Contact Center features
          • 2. Configure operational components
            Discovery20%- Customer Use Case Analysis
            • 1. Conduct requirement interviews
              • 2. Identify personas and stakeholders
                - Success Metrics
                • 1. Identify KPIs aligned to business goals
                  - 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 (Q22-Q27):

                      NEW QUESTION # 22
                      For supervisors within a Service Cloud Voice environment using Amazon Connect, the ideal tools to track key performance indicators (KPIs) like calls answered, average handle time, and average speed to answer are:
                      Which functionality should a consultant recommend when a client wants to improve their service level quality and automatically push cases to an account's dedicated service agent?

                      Answer: A

                      Explanation:
                      When aiming to improve service level quality by automatically pushing cases to an account's dedicated service agent, the recommended functionality is Omni Channel Flows. Omni Channel Flows allow for advanced routing configurations that take into account agent skills, availability, and workload. This enables cases to be dynamically routed to the appropriate agent who has been identified as the dedicated service agent for a particular account, ensuring that customers receive consistent and knowledgeable support.


                      NEW QUESTION # 23
                      The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?

                      Answer: B

                      Explanation:
                      To effectively track case resolution times by product category, developing custom fields and reports specific to case categorization is most relevant. By adding custom fields to categorize cases based on the product and configuring reports to analyze resolution times for each category, organizations can gain insights into performance metrics segmented by product. This approach allows for more targeted analysis and improvement of service processes related to specific product lines.


                      NEW QUESTION # 24
                      The reason why the work that was already in the queue is not being pushed to agents is:
                      The "Apply to existing records in queue" option was not selected.
                      At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?

                      Answer: B

                      Explanation:
                      To improve the case close process at Ursa Major Solar and make solving future customer cases more efficient, a consultant should propose using Salesforce Knowledge. By storing summarized questions and answers in Salesforce Knowledge, agents can quickly access and reuse this information for similar future inquiries. This approach not only saves time but also promotes consistency in customer responses and enhances the overall quality of support.


                      NEW QUESTION # 25
                      The correct answer is Provision a long code phone number at least 2weeks before go-live.
                      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?

                      Answer: B

                      Explanation:
                      To support new hire agents who struggle with handling multiple chat requests, configuring Omni-Channel settings to limit the number of concurrent chats is crucial. By creating and assigning a new Presence Configuration that limits junior agents to handling only two chat requests at a time, administrators can effectively manage agent workload. This configuration allows the organization to tailor chat capacity to individual agent capabilities, improving both performance and job satisfaction. "A. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration" is therefore the correct approach to provide ramp-up time for junior agents.
                      Reference: Salesforce Omni-Channel Settings


                      NEW QUESTION # 26
                      You're deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?

                      Answer: C

                      Explanation:
                      Ensuring timely intervention for high-priority voice calls involves multiple strategies:
                      A: Configuring the rule to trigger automatic notifications and case creation helps immediately alert relevant parties when a call meets escalation criteria.
                      B: Testing the escalation rule functionality with test calls and dummy scenarios ensures the rule works correctly under various conditions before going live.
                      C: Defining clear criteria for call escalation based on urgency and wait times ensures that high-priority calls are identified and escalated appropriately.
                      Implementing these measures together establishes a robust and effective process for managing escalated calls within Omni-Channel.


                      NEW QUESTION # 27
                      ......

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