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Salesforce AP-226 Exam Syllabus Topics:

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

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Salesforce Contact Center Accredited Professional Sample Questions (Q200-Q205):

NEW QUESTION # 200
Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

Answer: C

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 # 201
The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?

Answer: D

Explanation:
To enhance the first-contact resolution rate, the most direct and relevant KPI to monitor is the First Contact Resolution (FCR) Rate itself. FCR measures the percentage of customer inquiries that are resolved during the first interaction with the customer, without the need for follow-up or escalation. Monitoring this KPI closely helps to assess the effectiveness of the contact center in resolving issues promptly and efficiently, making "C. First Contact Resolution (FCR) Rate" the correct answer.
Reference: Salesforce Documentation on Service Cloud Metrics


NEW QUESTION # 202
The scope includes integration with legacy systems. Which factor should be carefully considered in the release plan?

Answer: B

Explanation:
When integrating with legacy systems, several factors must be carefully considered in the release plan:
A: Development of custom Apex code for data exchange may be required to ensure compatibility and functionality.
B: Potential data migration challenges must be managed to maintain data integrity.
C: The availability and responsiveness of IT teams responsible for legacy systems are crucial to address any integration issues promptly.
Considering all these factors is essential to mitigate risks and ensure a successful integration with minimal disruption.


NEW QUESTION # 203
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?

Answer: B

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 # 204
The release plan includes automated regression testing. What is the primary benefit of this approach?

Answer: D

Explanation:
Automated regression testing provides multiple benefits during the release process. It helps in identifying any disruptions in existing functionalities and integrations caused by new updates or changes, ensuring that all system components continue to operate correctly. Additionally, it significantly reduces manual testing efforts, which streamlines the release process by accelerating validation and deployment phases. Thus, "D. All of the above, offering comprehensive validation and optimizing release efficiency" accurately describes the primary benefits of automated regression testing.
Reference: Salesforce Automated Testing


NEW QUESTION # 205
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