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Salesforce AP-226 Exam Syllabus Topics:

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

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Salesforce Contact Center Accredited Professional Sample Questions (Q131-Q136):

NEW QUESTION # 131
Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?

A. Documenting API configurations and connection details for external integrations after successful migration and testing.
B. Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.
C. All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.
D. Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.

Answer: C

Explanation:
Ensuring the accuracy and functionality of external system integrations during a migration involves comprehensive preparation:
A: Mapping and verifying field names and data formats ensures compatibility between systems.
B: Testing data exchange with external systems through mock scenarios validates the integration before live deployment.
C: Documenting API configurations and connection details provides a reference for maintaining and troubleshooting integrations post-migration.
These steps collectively ensure a smooth transition and reliable operation of external system integrations in the new Contact Center system.

NEW QUESTION # 132
Your scenario involves routing calls based on language spoken. Which feature facilitates this?

A. Custom Apex code defining language detection and routing logic.
B. Integrated Speech-to-Text (STT) and language identification tools for real-time routing.
C. Phone Numbers configured with specific languages and automatic call routing.
D. Omni-Channel routing with skill mapping based on agent language proficiency.

Answer: D

Explanation:
Omni-Channel routing with skill mapping based on agent language proficiency is the most effective feature for routing calls based on the language spoken. This feature allows calls to be directed to agents who are proficient in the language required by the caller, ensuring effective communication and enhancing customer satisfaction.

NEW QUESTION # 133
Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

A. Conducting pre-migration security audits and vulnerability assessments of both platforms.
B. All of the above, contributing to a secure and controlled migration process with robust data protection.
C. Configuring data encryption for transferred information and user access with multi-factor authentication.
D. Establishing clear data ownership and access rights for users across the old and new platforms.

Answer: B

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 # 134
The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?

A. Reports & Dashboards
B. Process Builder
C. Field History Tracking
D. Einstein Discovery

Answer: A

Explanation:
Reports and Dashboards in Salesforce provide comprehensive insights into agent performance and customer satisfaction. They enable organizations to create detailed reports and visualize data through customizable dashboards, which helps in monitoring key performance indicators (KPIs) and trends. This functionality supports decision-making by providing real-time data analysis, aiding in the improvement of agent performance and the enhancement of customer satisfaction levels.

NEW QUESTION # 135
While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:
Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.
Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time How should a consultant recommend implementing this requirement?

A. Create additional holiday rules in the SLAs
B. Create an Apex trigger to check agent holidays
C. Set up Support Holidays to specify holidays.

Answer: C

Explanation:
To meet the requirement of not applying escalation rules or milestones during holidays at the contact center, the most straightforward approach is to set up Support Holidays in Salesforce. This feature allows you to specify non-working days during which case escalation rules and milestones should not apply, ensuring that SLAs are adjusted according to business hours and special closures. Thus, "A. Set up Support Holidays to specify holidays" is the correct recommendation for managing escalations during holidays without needing custom development or additional holiday-specific rules in the SLAs.
Reference: Salesforce Support Holidays Setup

NEW QUESTION # 136
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