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Salesforce AP-226 Exam Syllabus Topics:

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

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Salesforce Contact Center Accredited Professional Sample Questions (Q129-Q134):

NEW QUESTION # 129
The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?

A. Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment
B. Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form
C. Business Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow

Answer: A

Explanation:
To enhance the customer experience for Messaging for Web, several configurations are needed:
Business Hours: Must be active to inform customers about service availability during specific hours.
Omni-Channel Queue or Flow: Required for managing and routing customer interactions.
Estimated Wait Time: Should be activated to display expected wait times to customers, helping manage their expectations.
Business Hours added to the Embedded Deployment: Ensures that the chat functionality reflects the correct availability times and conditions outside business hours.
This combination of settings ensures that customers receive accurate information about wait times and service availability, enhancing transparency and customer satisfaction.
Reference: Salesforce Omni-Channel Management

NEW QUESTION # 130
The release plan includes automated regression testing. What is the primary benefit of this approach?

A. Ensuring existing functionalities and integrations continue to function properly after updates.
B. Reducing manual testing efforts and streamlining the release process.
C. Identifying new functionalities and features introduced during development.
D. All of the above, offering comprehensive validation and optimizing release efficiency.

Answer: D

Explanation:
Automated regression testing provides multiple benefits during the release process. It helps in identifying any disruptions in existing functionalities and integrations caused by new updates or changes, ensuring that all system components continue to operate correctly. Additionally, it significantly reduces manual testing efforts, which streamlines the release process by accelerating validation and deployment phases. Thus, "D. All of the above, offering comprehensive validation and optimizing release efficiency" accurately describes the primary benefits of automated regression testing.
Reference: Salesforce Automated Testing

NEW QUESTION # 131
Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

A. Flow Builder with visual interface for designing and configuring survey forms and logic for collecting feedback after case closure.
B. Process Builder sequences initiating customer satisfaction surveys upon case closure and managing survey workflow.
C. Einstein Feedback Surveys automatically sent based on case closure events and collecting customer feedback on their experience.
D. All of the above, offering various options for triggering and managing customer satisfaction surveys within case management.

Answer: D

Explanation:
Salesforce offers multiple tools that can be used to trigger customer satisfaction surveys after case closure, each providing unique capabilities. Einstein Feedback Surveys can automate sending based on case closure events. Process Builder can initiate workflows to send surveys after cases are closed. Flow Builder allows for designing survey forms and logic. All these options provide robust solutions for integrating customer satisfaction surveys into case management workflows, making "D. All of the above, offering various options for triggering and managing customer satisfaction surveys within case management" the best answer.
Reference: Salesforce Automation Tools

NEW QUESTION # 132
The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

A. Routing Rules
B. Entitlements
C. Omni-Channel Presence
D. Skill-Based Routing

Answer: D

Explanation:
Skill-Based Routing is the feature that best facilitates the automatic routing of cases based on language skills and expertise. This feature allows the contact center system to match incoming cases with agents who have the specific skills and expertise needed to handle those cases effectively. By ensuring that cases are directed to the most appropriately skilled agents, skill-based routing enhances efficiency, improves resolution times, and increases customer satisfaction.

NEW QUESTION # 133
The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?

A. Configure field-level security to restrict access to sensitive data based on user roles.
B. Regularly conduct security audits and vulnerability assessments to identify potential risks.
C. Implement multi-factor authentication (MFA) for secure agent logins and access.
D. Encrypt customer data at rest and in transit to protect against unauthorized access.

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 # 134
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