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Salesforce AP-226 Exam Syllabus Topics:

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

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Salesforce Contact Center Accredited Professional Sample Questions (Q85-Q90):

NEW QUESTION # 85
The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?

A. The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the
B. Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object
C. Create a flow that references the custom object.

Answer: A

Explanation:
custom object.
Explanation:
For linking voice calls to customer orders in Ursa Major Solar's Salesforce environment, creating a custom lookup field on the Voice Call object to the custom object that tracks customer orders is the best approach. This setup allows each voice call record to be directly associated with a specific customer order, enabling easy tracking and reference during customer interactions. This method provides a streamlined and systematic way to link and access relevant order details directly from the call interface.
Reference: Salesforce Custom Objects and Fields

NEW QUESTION # 86
The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized?

A. Knowledge Base
B. Omni-Channel Routing
C. Einstein Analytics
D. Field-Level Security

Answer: D

Explanation:
To prioritize security and compliance, Field-Level Security (FLS) should be emphasized. FLS is a feature that allows administrators to control access to specific fields, even if a user has access to the object. This ensures that sensitive information remains secure and that compliance requirements are met by only allowing authorized personnel to view or edit particular data, which is essential for maintaining privacy and security protocols. Therefore, "A. Field-Level Security" is the correct feature to focus on.
Reference: Salesforce Documentation on Field-Level Security

NEW QUESTION # 87
The IT team wants to integrate Salesforce with their existing CRM system. Which future functionality would facilitate this?

A. Migrate all Contact Center data into the existing CRM system to avoid integration complexity.
B. Develop custom Apex code to synchronize data between the two systems.
C. Utilize standard Salesforce connectors and APIs for seamless data exchange.
D. Implement point-to-point integrations with unique data mappings for each field.

Answer: C

Explanation:
Utilizing standard Salesforce connectors and APIs is the most effective and straightforward method for integrating Salesforce with existing CRM systems. These tools are designed to facilitate seamless data exchange and ensure data integrity between Salesforce and other platforms. This eliminates the need for extensive custom coding and simplifies maintenance. Therefore, "A. Utilize standard Salesforce connectors and APIs for seamless data exchange" is the recommended approach for such integrations.
Reference: Salesforce Integration

NEW QUESTION # 88
Your KPIs include measuring agent utilization rates. Which metric best reflects this?

A. Number of cases handled by an agent during a specific period.
B. All of the above, depending on the desired scope and granularity of agent utilization measurement.
C. Agent login duration divided by the total active work time on cases or chats.
D. Time spent by an agent on various activities throughout the workday.

Answer: B

Explanation:
Measuring agent utilization rates can involve various metrics to capture different aspects of agent activity. The number of cases handled provides a direct measure of workload, agent login duration relative to active work time gives a measure of efficiency, and tracking time spent on various activities offers insight into how agents distribute their efforts during the workday. Therefore, "D. All of the above, depending on the desired scope and granularity of agent utilization measurement" provides a comprehensive approach to accurately reflecting agent utilization.
Reference: Salesforce Performance Management

NEW QUESTION # 89
Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.
How should a consultant implement these requirements?
Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.
Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.
Which recommendation should the consultant make to improve this?

A. Hire more service agents in peak season and meet customer needs on
demand
B. Implement Email-to-Case and redirect customers from phone to email
C. Implement an SMS Digital Channel and redirect customers from phone.

Answer: A

Explanation:
To implement the requirement of passing the Customer ID and visited URL in Ursa Major Solar's Messaging for Web, the consultant should create a contact custom field for the customer ID and a case custom field for the visited URL. These fields should then be added to the pre-chat form, and the Salesforce code embedded on the help site should be modified to automatically set these values when a conversation starts. This setup allows for the capture and use of specific customer and interaction data, enhancing personalization and relevance of support interactions initiated through the web messaging channel.
Reference: https://help.salesforce.com/s/articleView?id=sf.chat_prechat_details.htm To address the issue of service call spikes and long customer wait times, the consultant should recommend implementing an SMS Digital Channel and redirecting customers from phone to SMS. This digital channel allows for more flexible and asynchronous communication, which can help manage the volume of incoming queries more efficiently than voice calls alone. Implementing SMS also provides customers with a convenient and accessible way to receive support, potentially reducing the pressure on the phone channel during peak times.
Reference: https://help.salesforce.com/s/articleView?id=sf.messaging_channels_setup_sms.htm

NEW QUESTION # 90
......

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