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Salesforce AP-226 Exam Syllabus Topics:

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

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Salesforce Contact Center Accredited Professional Sample Questions (Q43-Q48):

NEW QUESTION # 43
The customer wants automated case escalation based on specific criteri
a. Which data model element plays a key role?

Answer: A

Explanation:
In Salesforce, Entitlements are crucial for managing service level agreements (SLAs) and the associated rules, including escalation policies. Entitlements allow organizations to define and enforce service levels through milestones that can trigger escalations if cases are at risk of breaching service commitments. This functionality is essential for automated case escalation based on specific criteria such as response times or resolution deadlines, which makes "D. Entitlements specifying service level agreements and associated escalation rules" the correct answer.
Reference: Salesforce Documentation on Entitlements


NEW QUESTION # 44
Universal Containers (UC) requires agents to use their mobile devices as part of the daily operations. In order to do that, agents need a service app that can be published on AppExchange. Which kind of environment should UC use to develop and deploy this app on Appexchange?

Answer: B

Explanation:
For Universal Containers to develop and deploy a service app on AppExchange, using Scratch orgs is the recommended environment. Scratch orgs are disposable Salesforce environments that can be quickly set up and torn down, facilitating continuous integration and feature testing specific to Salesforce DX workflows. They are ideal for developing and testing applications before publishing them to AppExchange.
Reference: Salesforce Developer Documentation on Scratch Orgs


NEW QUESTION # 45
Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

Answer: A

Explanation:
Maintaining data security during a migration to a new cloud-based Contact Center platform involves several key steps. Configuring data encryption and multi-factor authentication protects data during transit and ensures secure access. Conducting security audits and vulnerability assessments identifies potential risks that can be mitigated before migration. Establishing data ownership and access rights ensures that only authorized users can access sensitive information. Thus, "D. All of the above, contributing to a secure and controlled migration process with robust data protection" covers all essential security measures for a cloud migration.
Reference: Salesforce Security Best Practices


NEW QUESTION # 46
Your scenario involves transitioning to a new self-service portal for customers. Which cut-over requirement helps ensure successful user adoption and engagement?

Answer: C

Explanation:
Ensuring successful user adoption and engagement with a new self-service portal involves a comprehensive strategy:
A: Implementing robust search functionalities and user-friendly navigation makes the portal easy to use and helps customers find the information they need quickly.
B: Conducting user testing and gathering feedback allows for refining the portal based on real user experiences and preferences.
C: Launching awareness campaigns and providing clear guidance ensures that customers are aware of the new portal and understand how to use it effectively.
Combining these elements fosters a positive user experience, which is crucial for encouraging adoption and engagement.


NEW QUESTION # 47
The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
Ursa Major Solar is advised by a consultant to utilize Continuous
Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not familiar with it and are questioning the benefits it yields.
What should the consultant outline as the advantage of a Cl process to the customer?

Answer: B

Explanation:
The primary advantage of a Continuous Integration (CI) process in the context of a Contact Center implementation project is that it ensures application quality before any corrupt change can get into the source. CI involves automatically testing any changes made to the application codebase as soon as they are submitted. This allows for immediate feedback on the impact of new changes, ensuring that errors are caught early and can be addressed before they affect the main branch or end-users. CI supports a stable development environment, promotes more frequent code releases, and maintains high quality and reliability of the application, which are crucial in a dynamic customer service environment.
Reference: https://developer.salesforce.com/


NEW QUESTION # 48
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