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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Design29%- Scalable Architecture Design
  • 1. Design maintainable Contact Center solutions
    • 2. Apply standard data models
      - Solution Mapping
      • 1. Map Contact Center features to requirements
        Discovery20%- Customer Use Case Analysis
        • 1. Identify personas and stakeholders
          • 2. Conduct requirement interviews
            - Success Metrics
            • 1. Identify KPIs aligned to business goals
              - Requirements Definition
              • 1. Map use cases to features and systems
                • 2. Define channel and routing requirements
                  Implement- Contact Center Configuration
                  • 1. Set up core Contact Center features
                    • 2. Configure operational components

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                      Salesforce Contact Center Accredited Professional Sample Questions (Q85-Q90):

                      NEW QUESTION # 85
                      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: A

                      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 # 86
                      The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?

                      Answer: C

                      Explanation:
                      The Net Promoter Score (NPS) is a critical KPI for assessing brand loyalty and the likelihood of customers to refer others to a business. NPS measures how likely customers are to recommend a company's product or service to others, serving as a strong indicator of customer loyalty and overall satisfaction with the company. Thus, "B. Net Promoter Score (NPS)" is the most relevant KPI for assessing brand loyalty and potential for referrals.
                      Reference: Salesforce Blog on Net Promoter Score


                      NEW QUESTION # 87
                      The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

                      Answer: B

                      Explanation:
                      Salesforce Surveys provide a native and integrated way to capture customer feedback directly within Salesforce. By utilizing pre-built templates, these surveys can be automatically triggered after case closures, making it an effective method for collecting structured feedback. This feature ensures that the feedback is linked to the customer records and interactions, providing actionable insights and maintaining data consistency within Salesforce. Therefore, "B. Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure" is the most beneficial feedback mechanism for capturing customer opinions and improving service.
                      Reference: Salesforce Surveys


                      NEW QUESTION # 88
                      Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

                      Answer: D

                      Explanation:
                      Measuring Average Handle Time (AHT) for chat interactions can include several metrics depending on the specific aspects of AHT you wish to analyze. The number of chat sessions gives a baseline of agent activity, total session duration divided by the number of sessions directly reflects AHT, and the time spent by agents actively engaged provides insight into agent efficiency. Thus, "D. All of the above, depending on the desired AHT calculation scope and inclusivity" covers all aspects that can be used to calculate and reflect AHT comprehensively.
                      Reference: Salesforce Metrics and Performance Measurement


                      NEW QUESTION # 89
                      You need to configure dashboards and reports for KPI visualization. Which platform offers the most flexibility?

                      Answer: A

                      Explanation:
                      Promoting awareness and utilization of a new knowledge base for self-service customer support involves several strategies: A. Integrating knowledge base articles within chat conversations and case workflows enhances relevance and timely assistance. B. Providing prominent access points across customer-facing channels ensures that customers can easily find and use the knowledge base. C. Conducting user training and awareness campaigns increases familiarity with the knowledge base's features and benefits. Implementing all these approaches simultaneously offers a comprehensive strategy to maximize adoption and effectiveness of the new resource.


                      NEW QUESTION # 90
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