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Salesforce AP-226 Exam Syllabus Topics:

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

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Salesforce Contact Center Accredited Professional Sample Questions (Q104-Q109):

NEW QUESTION # 104
You need to set up email case creation. Which feature allows automatic case generation from incoming emails?

A. Process Builder sequences defining steps for email parsing and case generation.
B. Email-to-Case enabled on the Case object with appropriate field mapping.
C. Einstein Bots configured to handle email inquiries and create cases if needed.
D. Workflow Rules with email field criteria triggering case creation.

Answer: B

Explanation:
Email-to-Case is the feature that allows automatic case generation from incoming emails by converting emails into case records. This functionality ensures that all relevant email data is captured directly into Salesforce cases, utilizing field mapping to organize and store information correctly.

NEW QUESTION # 105
Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

A. Number of chat sessions handled by agents.
B. Time spent by agents actively engaged in chat sessions.
C. All of the above, depending on the desired AHT calculation scope and inclusivity.
D. Total chat session duration divided by the number of sessions.

Answer: C

Explanation:
Measuring Average Handle Time (AHT) for chat interactions can include several metrics depending on the specific aspects of AHT you wish to analyze. The number of chat sessions gives a baseline of agent activity, total session duration divided by the number of sessions directly reflects AHT, and the time spent by agents actively engaged provides insight into agent efficiency. Thus, "D. All of the above, depending on the desired AHT calculation scope and inclusivity" covers all aspects that can be used to calculate and reflect AHT comprehensively.
Reference: Salesforce Metrics and Performance Measurement

NEW QUESTION # 106
Your scenario involves transitioning to a new self-service portal for customers. Which cut-over requirement helps ensure successful user adoption and engagement?

A. Implementing robust search functionalities and user-friendly navigation within the new self-service portal.
B. Launching awareness campaigns and providing clear guidance on how to use the new self-service portal.
C. All of the above, contributing to a positive user experience and encouraging customer adoption of the new portal.
D. Conducting user testing and gathering feedback on the portal's usability and accessibility.

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 # 107
The customer wants automated case escalation based on specific criteri
a. Which data model element plays a key role?

A. Entitlements specifying service level agreements and associated escalation rules.
B. Process Builder sequences defining escalation actions and notifications.
C. Custom fields capturing escalation triggers like priority or SLA breaches.
D. Workflow Rules configured with escalation steps and case field conditions.

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 # 108
Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
How should an administrator provision the phone number to support this
functionality?

A. Provision a long code phone number on least 2 weeks before golive
B. Provision a short code phone number at least 8 weeks before golive
C. Provision a toll free phone number at least 8 weeks before golive

Answer: A

Explanation:
For notifying customers with automated outbound SMS messages, provisioning a phone number well in advance is essential. A long code phone number, which is typically a regular 10-digit phone number, is suitable for such notifications and generally requires at least 2 weeks to provision. This allows sufficient time for setup and testing before going live. Therefore, "C. Provision a long code phone number at least 2 weeks before golive" is the correct step for supporting this functionality effectively.
Reference: Salesforce SMS Implementation Guide

NEW QUESTION # 109
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