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Salesforce AP-226 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Implement		- Contact Center Configuration 1. Set up core Contact Center features 2. Configure operational components
Topic 2: Design	29%	- Solution Mapping 1. Map Contact Center features to requirements - Scalable Architecture Design 1. Design maintainable Contact Center solutions 2. Apply standard data models
Topic 3: Discovery	20%	- Requirements Definition 1. Map use cases to features and systems 2. Define channel and routing requirements - Customer Use Case Analysis 1. Conduct requirement interviews 2. Identify personas and stakeholders - Success Metrics 1. Identify KPIs aligned to business goals

Section

Weight

Objectives

Topic 1: Implement

- Contact Center Configuration

1. Set up core Contact Center features
2. Configure operational components

Topic 2: Design

29%

- Solution Mapping

1. Map Contact Center features to requirements

- Scalable Architecture Design

1. Design maintainable Contact Center solutions
2. Apply standard data models

Topic 3: Discovery

20%

- Requirements Definition

1. Map use cases to features and systems
2. Define channel and routing requirements

- Customer Use Case Analysis

1. Conduct requirement interviews
2. Identify personas and stakeholders

- Success Metrics

1. Identify KPIs aligned to business goals

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Salesforce Contact Center Accredited Professional Sample Questions (Q67-Q72):

NEW QUESTION # 67
You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?

A. Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.
B. All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.
C. Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.
D. Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.

Answer: B

Explanation:
Configuring automated alerts for KPI thresholds can be effectively managed using various Salesforce tools. Omni-Channel can provide real-time alerts about queue times, Process Builder can automate notifications and case escalations based on specific KPI deviations, and Flow Builder offers flexible, visual design interfaces for creating complex notification workflows. Thus, "D. All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow" is the best answer, as it covers the range of tools available to suit different alerting needs.
Reference: Salesforce Process Automation

NEW QUESTION # 68
You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?

A. Pre-populating agent dashboards with relevant information about incoming social media interactions.
B. Ensuring seamless continuity of ongoing social media conversations during the cut-over process.
C. All of the above, contributing to a smooth and efficient transition for handling social media inquiries.
D. Automating case creation and assignment based on social media message content and customer profiles.

Answer: C

Explanation:
Efficiently managing the transition of social media messaging in a new routing setup involves several strategies:
A: Pre-populating agent dashboards with relevant information enhances readiness to handle incoming interactions effectively.
B: Ensuring seamless continuity of ongoing conversations during the cut-over minimizes disruption to customer communications.
C: Automating case creation and assignment based on social media content and customer profiles streamlines the response process.
Combining these approaches ensures that social media inquiries are managed smoothly and efficiently during and after the transition.

NEW QUESTION # 69
The legal team emphasizes data security and compliance. How can future functionality address this?

A. Conduct regular security audits and vulnerability assessments to identify potential risks.
B. Encrypt customer data at rest and in transit to protect against unauthorized access.
C. All of the above, combined for a comprehensive approach to data security and compliance.
D. Implement field-level security to restrict access to sensitive data based on user roles and permissions.

Answer: C

Explanation:
Implementing a combination of field-level security, encryption, and regular security audits addresses the concerns of data security and compliance comprehensively. Field-level security ensures that sensitive data is accessible only to authorized users based on their roles. Encryption of data at rest and in transit protects it from unauthorized access or breaches. Regular security audits and vulnerability assessments help in identifying and mitigating potential risks, ensuring that the system remains secure and compliant with legal requirements.

NEW QUESTION # 70
The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?

A. Implement Einstein Analytics for AI-powered insights and predictive analysis.
B. Leverage external data warehouse solutions for data storage and complex queries.
C. Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration.
D. Utilize standard Salesforce Reports and Dashboards for basic data visualization.

Answer: C

Explanation:
For handling high data volumes and complex reporting needs, combining Salesforce Einstein Analytics with external data warehouse solutions offers the best scalability and advanced analysis capabilities. Einstein Analytics provides AI-powered insights and predictive analysis, while external data warehouses allow for storage of large data volumes and complex querying. This combination, as suggested in option "D. Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration," offers a comprehensive solution for handling large-scale data and sophisticated analytical demands.
Reference: Salesforce Documentation on Einstein Analytics

NEW QUESTION # 71
The consultant should recommend the company utilize Flow Settings in
Email-to-Case to meet their requirements.
A customer service manager wants to implement a process where a case
gets reassigned to a higher support tier if it is not resolved within a given service-level agreement (SLA) timeline.
Which solution should a consultant propose to set this process up?

A. Create an Escalation Rule Entry and configure it so that cases get an escalated status of the case is still open after passing SLA times.
B. Create a Quick Action for escalating a case and set up Conditional
Visibility Rude to show the Quick Action after a case has passed SLA times Create a record-triggered flow that gives cases an escalated status if it is still open a pa A times.
C. The consultant should propose creating an Escalation Rule Entry to set up

Answer: C

Explanation:
For managing cases based on service-level agreements (SLAs) where a case needs to be reassigned to a higher support tier if not resolved within the specified time, the appropriate solution is to use Escalation Rules. Escalation Rules in Salesforce allow you to automatically escalate cases based on criteria such as case age, ensuring that SLA timelines are adhered to. The rule can be set to change the assignment of the case to a higher tier support group or individual when the case remains open past the SLA threshold.
Reference: Salesforce Escalation Rules

NEW QUESTION # 72
......

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