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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Design29%- Solution Design
  • 1. Map Contact Center functionalities to requirements
  • 2. Design scalable and maintainable solutions
  • 3. Apply standard data models and best practices
- Contact Center Capabilities
  • 1. Define persona-based user experiences
  • 2. Determine future functionality usage
  • 3. Evaluate standard Contact Center functionality
- Implementation Planning
  • 1. Define KPI measurement methods
  • 2. Create release management strategies
  • 3. Design implementation plans
Deploy10%- Deployment Planning
  • 1. Document cut-over requirements
  • 2. Identify deployment processes
- Validation and Migration
  • 1. Validate deployment requirements
  • 2. Prepare systems for data migration
Implement41%- Core Contact Center Configuration
  • 1. Configure business processes
  • 2. Validate Contact Center metrics
  • 3. Configure basic Contact Center functionality
- Self-Service and Automation
  • 1. Configure self-service functionality
  • 2. Configure case management functionality
  • 3. Configure bots functionality
- Data and Migration
  • 1. Validate integrations and configurations
  • 2. Determine data migration strategies
- Communication Channels
  • 1. Configure email functionality
  • 2. Configure Omni-Channel functionality
  • 3. Configure messaging channels
  • 4. Configure voice functionality
Discovery20%- Customer Use Cases and Stakeholders
  • 1. Conduct customer discovery interviews
  • 2. Define personas and stakeholders
- KPIs and Success Metrics
  • 1. Prioritize business success measurements
  • 2. Identify key performance indicators
- Business Requirements
  • 1. Identify required features and capabilities
  • 2. Determine routing logic requirements
  • 3. Analyze business processes and channels

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Salesforce Contact Center Accredited Professional Sample Questions (Q76-Q81):

NEW QUESTION # 76
The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?

Answer: C

Explanation:
Reports and Dashboards in Salesforce provide comprehensive insights into agent performance and customer satisfaction. They enable organizations to create detailed reports and visualize data through customizable dashboards, which helps in monitoring key performance indicators (KPIs) and trends. This functionality supports decision-making by providing real-time data analysis, aiding in the improvement of agent performance and the enhancement of customer satisfaction levels.


NEW QUESTION # 77
The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?

Answer: C

Explanation:
Case Management functionality in Salesforce is designed to provide a holistic view of customer interactions across all channels. It allows agents to manage and access all customer case information and interactions in one place, ensuring a seamless customer service experience. Therefore, "B. Case Management" is the most appropriate functionality to achieve a single view of customer interactions across various communication channels.
Reference: Salesforce Case Management


NEW QUESTION # 78
A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours Which set of functionalities should the consultant research in this case?

Answer: B

Explanation:
For a client needing to enable verified customers to start and continue chats only during business hours, the consultant should consider the functionalities provided by Messaging for Web and Embedded Service. Messaging for Web allows for real-time communication through the client's website, facilitating direct chat engagements. The Embedded Service provides tools to integrate this chat functionality seamlessly into the website and can be configured to recognize verified customers and enforce availability based on business hours. This combination ensures that only verified users can initiate chats during designated times, enhancing both security and user experience.
Reference: https://help.salesforce.com/s/articleView?id=sf.messaging_channels_setup_web.htm


NEW QUESTION # 79
Your deployment involves integrating a new chat platform. Which data migration preparation step ensures seamless continuity for ongoing chat conversations?

Answer: D

Explanation:
Ensuring seamless continuity for ongoing chat conversations during platform integration involves several critical steps. Importing historical chat transcripts maintains historical context. Configuring the new platform for automatic migration of open sessions prevents disruption during the transition. Testing data migration with sample chats verifies the integrity and accuracy of transferred data. Thus, "D. All of the above, contributing to a smooth transition with minimal disruption to ongoing chat interactions" ensures a thorough and effective migration process for the new chat platform.
Reference: Salesforce Chat Integration and Migration


NEW QUESTION # 80
The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?

Answer: A

Explanation:
Field-Level Security (FLS) is a fundamental security feature in Salesforce that allows administrators to control access to specific fields based on user roles. This feature is crucial for ensuring that sensitive customer data is only accessible by authorized personnel, thereby providing a targeted approach to data security and compliance. "B. Configure field-level security to restrict access to sensitive data based on user roles" is therefore the most important security requirement for managing access to sensitive information effectively.
Reference: Salesforce Field-Level Security


NEW QUESTION # 81
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