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Salesforce AP-226 Exam Syllabus Topics:

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

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Salesforce Contact Center Accredited Professional Sample Questions (Q20-Q25):

NEW QUESTION # 20
Your KPIs include tracking customer satisfaction ratings for specific channels. Which feature facilitates this?

A. Surveys triggered after case closure based on case closure rules or manual initiation.
B. Custom Apex development for integrating third-party survey platforms into the Contact Center workflow.
C. Einstein Feedback Surveys automatically sent based on interaction events and collecting customer feedback.
D. All of the above, depending on the desired survey integration level and automation requirements.

Answer: D

Explanation:
Tracking customer satisfaction ratings for specific channels can be facilitated by various Salesforce features, depending on integration and automation needs:
A: Surveys triggered after case closure can be automated through case closure rules or manually initiated, fitting standard operational workflows.
B: Einstein Feedback Surveys are automatically sent based on specific interaction events, gathering timely and relevant customer feedback.
C: Custom Apex development allows for the integration of third-party survey platforms, offering flexibility and enhanced survey capabilities.
These options provide diverse methods to collect and analyze customer satisfaction across different channels, tailoring the approach to specific business needs.

NEW QUESTION # 21
Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?

A. All of the above, working together for optimal Omni-Channel routing.
B. Implementing presence-based routing based on agent availability.
C. Developing custom Apex code for routing logic.
D. Configuring queues with specific skills and availability requirements.

Answer: A

Explanation:
Efficient case distribution in Omni-Channel routing involves several key components: A. Custom Apex code can be used to develop complex routing logic that goes beyond standard configurations. B. Configuring queues with specific skills and availability ensures that cases are directed to the most appropriate agents. C. Implementing presence-based routing ensures that cases are only sent to agents who are currently available and ready to handle them. Integrating these components ensures that cases are routed efficiently, balancing workload and optimizing response times across various communication channels.

NEW QUESTION # 22
Based on the scenario and considering regulatory limitations, the most suitable messaging channel for Ursa Major Solar (UMS) to proactively initiate conversations with previous contact center customers is Messaging for Web.
An insurance company handles a large volume of cases every year. The companies communicate with the customer and other third parties through related cases und the same customer issue. Currently, they find it confusing to follow the count appears from different people and channels.
What should a consultant utilize to design a solution so the common is easier to follow, but still relatable to the original customer case?

A. Chatter
B. Case Comments
C. Case Hierarchy

Answer: C

Explanation:
To manage a large volume of cases and the associated communication threads effectively, the consultant should implement a Case Hierarchy. Case Hierarchy allows the organization to link related cases, making it easier to track all communication concerning a customer issue across different cases and channels. This structure helps in maintaining a clear and organized overview of the case progression, facilitating easier follow-up and resolution. Case Hierarchy is particularly beneficial in environments where cases often involve multiple interactions over a range of related issues.

NEW QUESTION # 23
The environments that should have a two-way deployment connection in
this scenario are Test Sandbox and Production Org.
Which requirement needs to be met to perform a quick deployment for
change sets or Metadata API components without testing the full
deployment?

A. Components have been validated successful for the target event within least
70 days
B. Tests in the org or al local tests are run and Apex trigger have some coverage
C. Each class and trigger that was deployed is covered by at least 75% jointly

Answer: C

Explanation:
To perform a quick deployment for change sets or Metadata API components without testing the full deployment, it is required that each class and trigger that was previously deployed is covered by at least 75% joint test coverage. This ensures that the majority of the code being deployed has been sufficiently tested to maintain functionality and stability in the production environment.
Reference: Salesforce Deployment Considerations

NEW QUESTION # 24
Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?

A. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.
B. Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.
C. Process Builder sequences defining IVR menus and routing options based on caller selections.
D. All of the above, depending on the complexity of the desired IVR functionalities.

Answer: A

Explanation:
Flow Builder is best suited for designing and configuring IVR (Interactive Voice Response) systems due to its visual drag-and-drop interface. This tool allows for easy creation of complex IVR menus and routing options based on caller selections, facilitating effective call deflection and ensuring callers can resolve their inquiries without needing direct agent interaction.

NEW QUESTION # 25
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