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Salesforce AP-226 Exam Syllabus Topics:

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

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Salesforce Contact Center Accredited Professional Sample Questions (Q187-Q192):

NEW QUESTION # 187
Universal Containers (UC) has been working on a Digital Engagement
implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC's current environments are listed below.
* Production Org
* Test Sandbox
* Developer Sandbox
Which environments should have a two-way deployment connection in this
scenario

A. Production Ong and Test Sandbox
B. Developer Sandbox and Production
C. Test Sandbox and Developer Sandbox

Answer: A

Explanation:
For Universal Containers implementing Digital Engagement with minimal customization and focusing on change deployments, the two-way deployment connection should be between the Production Org and Test Sandbox. This setup allows for testing changes in the Test Sandbox before deploying them to Production, and vice versa, facilitating safe, iterative updates and testing without affecting the live environment directly.
Reference: Salesforce Deployment Best Practices

NEW QUESTION # 188
You need to migrate complex workflows from your legacy system. Which tool facilitates this?

A. Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
B. Apex code development for custom scripting and advanced workflow logic implementation.
C. All of the above, depending on the complexity and specific functionalities of the migrating workflows.
D. Flow Builder with visual development environment for building complex automation and logic flows.

Answer: C

Explanation:
Depending on the complexity and requirements of the legacy workflows, you can utilize Process Builder for simple automation, Flow Builder for more intricate logic and integrations, or Apex code for custom scripting of advanced functionalities. Choose the tool that best suits the specific workflow you're migrating.

NEW QUESTION # 189
To comply with the "Eliminate duplicate email attachments" setting while processing PDFs in a high-volume email environment, the consultant should consider this approach:
Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation.
How should a consultant recommend UC configure this solution?

A. Create an Apex trigger that checks the default business hours and the business hours on an escalation.
B. Set up the organization's default business hours and set up another set of business ho the second option
C. Set up the organization's default business hours and create an escalation rule where the case matches the criteria associated with different business hours.

Answer: C

Explanation:
Universal Containers can configure their escalation process for cases outside of business hours by setting up the organization's default business hours and creating escalation rules that trigger based on those hours. This setup allows the system to automatically escalate cases to the appropriate team or individual when a customer issue arises after regular business hours, ensuring timely support even when the primary team is off duty.

NEW QUESTION # 190
To ensure a successful digital transformation with a multi-channel strategy, engaging the right stakeholders during the discovery phase is crucial.
Here's the breakdown of the options and why the most suitable choice is:
Option 3: VP of Customer Experience; VP of Service; IT Leadership.
Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?

A. Revenue growth number of repeat customers, net promoter source, and employer le
B. Average handling time, number of calls answered, customer satisfaction an training time
C. Average response time, cost per call, deflection rate, and employee training lime

Answer: B

Explanation:
To ensure that temporary agents possess skillsets nearly equivalent to permanent staff, it's crucial to engage with training specialists, service agents, temporary agent leadership, and the Salesforce administrator during the discovery phase. These stakeholders can provide insights into the specific skills and knowledge required, the effectiveness of existing training programs, and the adaptability of the Salesforce environment to support the training and integration of temporary agents. Engaging these stakeholders helps in developing a comprehensive training plan that ensures temporary agents are well-prepared and skilled.

NEW QUESTION # 191
Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

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

Answer: A

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 # 192
......

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