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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Design35%- Design self-service and knowledge base integration
- Plan voice and digital engagement implementation
- Design omni-channel routing and assignment logic
- Plan agent workspace and user experience
Topic 2: Discovery20%- Map customer journeys and interaction channels
- Identify success metrics and KPIs
- Understand contact center business requirements and goals
Topic 3: Build & Configure35%- Implement Service Cloud Voice and telephony integration
- Set up Omni-Channel and routing rules
- Configure reporting, dashboards, and analytics
- Configure Service Cloud and Contact Center features
Topic 4: Deploy & Optimize10%- Plan deployment and change management
- Monitor performance and optimize operations
- Perform testing and validation

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Salesforce Contact Center Accredited Professional Sample Questions (Q68-Q73):

NEW QUESTION # 68
Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

Answer: B

Explanation:
Assigning chats and emails based on agent skills involves multiple features:
A: Presence-based routing ensures tasks are assigned only when agents are available.
B: Omni-Channel Presence States help manage which agents are online and ready to take on tasks across different channels.
C: Skill-based routing leverages agent skill profiles to match them with tasks they are qualified to handle.
Integrating these features provides a robust system that ensures tasks are assigned efficiently and effectively to the right agents at the right time.


NEW QUESTION # 69
Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?

Answer: A

Explanation:
Transitioning to a new chat platform integrated with Salesforce can be effectively managed through various deployment strategies, each suitable based on the specific scenario: A. Phased deployment gradually transitions agents and customers, minimizing disruption. B. Parallel deployment allows running both the old and new platforms simultaneously to ensure continuous service. C. Cutover deployment switches systems during a planned downtime, which is typically scheduled for low-usage times. Selecting the appropriate method depends on factors like the complexity of integration and the organization's tolerance for downtime.


NEW QUESTION # 70
You're deploying a new SMS channel for customer updates and notifications. Which cut-over requirement helps prevent message delivery failures and ensure customer reach?

Answer: D

Explanation:
Deploying a new SMS channel for customer updates and notifications requires comprehensive planning to prevent delivery failures and ensure effective communication. Validating customer phone numbers and carrier compatibility ensures that messages reach the intended recipients. Configuring opt-in and opt-out mechanisms maintains compliance and respects customer preferences. Implementing message throttling and rate limiting avoids overwhelming customers and enhances the customer experience. Therefore, "D. All of the above, contributing to reliable and effective SMS communication with customers" is the best approach to ensure a successful SMS channel rollout.
Reference: Salesforce Mobile Messaging


NEW QUESTION # 71
The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
Which Experience Cloud template should a consultant recommend

Answer: A

Explanation:
For Ursa Major Solar's objective to strengthen loyalty, increase case deflection, and improve customer retention, the consultant should recommend using the "Help Center" template from Experience Cloud. This template is designed specifically for customer support, providing features such as FAQs, articles, and community forums, which empower customers to find answers independently. Implementing a customer portal using the Help Center template can effectively reduce the volume of direct inquiries, promoting case deflection and enhancing customer satisfaction through efficient self-service options.
Reference: https://help.salesforce.com/s/articleView?id=sf.networks_choose_template.htm


NEW QUESTION # 72
You're deploying a new email channel integration for customer support. Which cut-over requirement helps maintain data accuracy and consistency?

Answer: C

Explanation:
Deploying a new email channel integration effectively requires comprehensive preparation:
A: Implementing data validation rules ensures that incoming email data like subject lines and customer information is accurate.
B: Configuring automated case creation and assignment based on email content helps streamline the handling process.
C: Testing the integration with sample messages ensures functionality across different scenarios before going live.
These steps together ensure data accuracy and the smooth operation of the new email channel.


NEW QUESTION # 73
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