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Salesforce AP-226 Exam Syllabus Topics:

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

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Salesforce Contact Center Accredited Professional Sample Questions (Q190-Q195):

NEW QUESTION # 190
The customer wants to offer self-service options for simple issues. Which functionality empowers this?

A. Knowledge Base
B. Einstein Bots
C. Process Builder
D. Web Service API

Answer: B

Explanation:
Salesforce Einstein Bots are designed to provide automated, AI-driven responses to common customer inquiries, which is a core capability for enabling self-service in Salesforce Contact Center. These bots can handle routine requests, provide answers from the Knowledge Base, and even execute simple tasks, reducing the need for direct human intervention and speeding up response times for customers.
Other options like Knowledge Base, Web Service API, and Process Builder also support self-service in various ways:
Knowledge Base allows customers to find answers themselves but lacks interactive engagement.
Web Service API could technically be used to integrate external self-service solutions but isn't a direct self-service tool.
Process Builder automates processes but does not directly interact with customers.
Einstein Bots are specifically designed for interactive, automated customer engagement, making them the best fit for empowering self-service in a Salesforce Contact Center. Detailed information on implementing and optimizing Einstein Bots can be accessed at Salesforce Einstein Bots.

NEW QUESTION # 191
Validating Omni-Channel routing effectiveness involves monitoring agent workload. Which tool helps with this?

A. Supervisor Console providing insights into agent status, chat transcripts, and performance metrics.
B. All of the above, offering comprehensive views of agent workload and queue distribution for optimizing routing.
C. Agent Workbench showing assigned tasks and workload across different channels.
D. Omni-Channel dashboards displaying real-time agent activity and task queues.

Answer: B

Explanation:
Monitoring Omni-Channel routing effectiveness and agent workload can be effectively accomplished using multiple tools: A. Omni-Channel dashboards provide a real-time view of agent activities and the distribution of tasks in their queues.
B: Supervisor Console offers insights into individual agent statuses, their current tasks, and performance metrics.
C: Agent Workbench displays assigned tasks and workload across various channels, helping manage and distribute workload effectively.
These tools collectively help in optimizing routing by providing a comprehensive understanding of agent workload and queue status.

NEW QUESTION # 192
Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data What does a consultant need to keep in mind while using data loader?

A. Automated processes are executed by default
B. Only Apex triggers are executed
C. Automated processes are not executed

Answer: C

Explanation:
When using Data Loader for data migration, it's important to note that automated processes such as workflow rules, processes from Process Builder, and some validation rules are not executed by default unless specified in the settings. This can be crucial for ensuring the integrity of the data migration process, particularly when dealing with large volumes of data like closed cases. Thus, "B. Automated processes are not executed" is the key consideration to keep in mind, as it affects how the data is handled during the migration process.
Reference: Salesforce Data Loader Guide

NEW QUESTION # 193
The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?

A. Trailhead
B. Premier Support
C. Release Notes

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 # 194
The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?

A. The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the
B. Create a flow that references the custom object.
C. Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object

Answer: A

Explanation:
custom object.
Explanation:
For linking voice calls to customer orders in Ursa Major Solar's Salesforce environment, creating a custom lookup field on the Voice Call object to the custom object that tracks customer orders is the best approach. This setup allows each voice call record to be directly associated with a specific customer order, enabling easy tracking and reference during customer interactions. This method provides a streamlined and systematic way to link and access relevant order details directly from the call interface.
Reference: Salesforce Custom Objects and Fields

NEW QUESTION # 195
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