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Salesforce AP-226 Exam Syllabus Topics:

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

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AP-226 Valid Test Format, AP-226 Exam Questions Answers

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Salesforce Contact Center Accredited Professional Sample Questions (Q115-Q120):

NEW QUESTION # 115
The reason why the work that was already in the queue is not being pushed to agents is:
The "Apply to existing records in queue" option was not selected.
At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?

Answer: B

Explanation:
To improve the case close process at Ursa Major Solar and make solving future customer cases more efficient, a consultant should propose using Salesforce Knowledge. By storing summarized questions and answers in Salesforce Knowledge, agents can quickly access and reuse this information for similar future inquiries. This approach not only saves time but also promotes consistency in customer responses and enhances the overall quality of support.


NEW QUESTION # 116
Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?

Answer: B

Explanation:
To prevent the creation of duplicate records in Salesforce during data migration from legacy systems, several tools and features should be employed in concert:
A: Matching rules help define the criteria for identifying duplicates.
B: Data Import Wizard includes settings to prevent duplicates during the import process.
C: Workflow Rules can be configured to automatically trigger deduplication logic when specific conditions are met.
Using these tools together enhances the prevention of duplicates, ensuring better data quality and integrity post-migration.


NEW QUESTION # 117
Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?

Answer: A

Explanation:
Service Cloud Einstein is designed to enhance customer service operations with AI capabilities, providing personalized, predictive, and automated interactions across all channels. This tool allows for 24/7 omnichannel support with features like AI-driven recommendations, chatbots, and automated case routing, which significantly improve the personalization and efficiency of customer interactions. Thus, "C. Service Cloud Einstein" best addresses the need for personalized 24/7 omnichannel support.
Reference: Salesforce Service Cloud Einstein


NEW QUESTION # 118
The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?

Answer: B

Explanation:
For ongoing support and training for a new system, Salesforce Premier Support is the most valuable resource. Premier Support provides additional services beyond standard support, including 24/7 assistance, access to expert coaching, accelerated response times, and more. This level of support is particularly beneficial for organizations that need extensive help and rapid resolution of issues as they adapt to and evolve with their new Salesforce system.
Reference: Salesforce Premier Support


NEW QUESTION # 119
Your deployment involves integrating a new chat platform. Which data migration preparation step ensures seamless continuity for ongoing chat conversations?

Answer: C

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 # 120
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