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Salesforce Salesforce-Contact-Center Exam Overview:

Certification Vendor:	Salesforce
Exam Name:	Contact Center Accredited Professional (Salesforce-Contact-Center)
Exam Number:	AP-226
Exam Format:	Multiple-select, Multiple-choice
Certificate Validity Period:	Not formally specified (no expiration stated for this exam)
Related Certifications:	Service Cloud Service Cloud Voice Digital Engagement Omni-Channel Routing
Exam Price:	USD 150 / JPY 20,000 (excluding tax)
Exam Duration:	75 minutes
Real Exam Qty:	60 (plus up to 5 unscored questions)
Available Languages:	English
Passing Score:	66%
Recommended Training:	Service Cloud Voice and Contact Center learning resources Contact Center training modules (Service Cloud, Omni-Channel, Digital Engagement)
Exam Registration:	Salesforce Certification Exam Guide Salesforce Certification Registration (Trailhead Academy)
Sample Questions:	Salesforce Salesforce-Contact-Center Sample Questions
Exam Way:	Online proctored or onsite testing center
Pre Condition:	None officially required; typically intended for Salesforce partners with 2–3 years of consulting/implementation experience in customer service or contact center solutions
Official Syllabus URL:	https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226

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Salesforce Salesforce-Contact-Center Exam Syllabus Topics:

Topic	Details
Topic 1	Implement: This section deals with setting up the fundamental Contact Center functionalities and features. Following this, in alignment with the complete design, configure and authenticate the email functionality, ensuring its seamless operation. Similarly, based on specific scenarios, configure and verify the functionality of voice services.
Topic 2	Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.
Topic 3	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
Topic 4	Design: Deals with the Contact Center functionalities with the stipulated requirements. Subsequently, when presented with business requirements, devise scalable and maintainable solutions for the Contact Center, adhering to standard data models.

Salesforce Contact Center Accredited Professional Sample Questions (Q80-Q85):

NEW QUESTION # 80
Your project requires migrating custom objects and their associated dat a. Which data preparation step helps maintain field-level validation rules and triggers?

A. All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects.
B. Manually reviewing and verifying the accuracy and functionality of imported validation rules and triggers after data migration.
C. Configuring the new system to automatically recognize and apply existing field-level validation rules and triggers during data migration.
D. Exporting custom objects and data along with associated validation rules and trigger definitions for import into the new system.

Answer: A

Explanation:
Maintaining field-level validation rules and triggers during migration of custom objects requires thorough planning and execution. Exporting these elements along with the objects ensures they are not lost during transition. Configuring the new system to recognize and apply these rules and triggers maintains data integrity. Manually verifying these rules post-migration confirms their correct function. "D. All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects" covers all necessary steps for successful integration of these critical components.
Reference: Salesforce Custom Objects and Data Integrity

NEW QUESTION # 81
Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?

A. Case Assignment Rules defining criteria for routing cases to specific queues or agents.
B. Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
C. Process Builder sequences triggering automated case creation and assignment based on data triggers.
D. All of the above, working together for dynamic case assignment and escalation based on context and priority.

Answer: D

Explanation:
Assigning cases based on skill sets and urgency in Salesforce can be effectively managed by utilizing a combination of features. Case Assignment Rules can be used to route cases based on predefined criteria, Process Builder can automate the assignment based on complex data triggers, and Escalation Rules handle the prioritization based on urgency. "D. All of the above, working together for dynamic case assignment and escalation based on context and priority" describes the integrated approach necessary for effectively managing case assignments and escalations.
Reference: Salesforce Case Management

NEW QUESTION # 82
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 junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object
C. Create a flow that references 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 # 83
Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

A. Configuring data encryption for transferred information and user access with multi-factor authentication.
B. Establishing clear data ownership and access rights for users across the old and new platforms.
C. Conducting pre-migration security audits and vulnerability assessments of both platforms.
D. All of the above, contributing to a secure and controlled migration process with robust data protection.

Answer: D

Explanation:
Maintaining data security during a migration to a new cloud-based Contact Center platform involves several key steps. Configuring data encryption and multi-factor authentication protects data during transit and ensures secure access. Conducting security audits and vulnerability assessments identifies potential risks that can be mitigated before migration. Establishing data ownership and access rights ensures that only authorized users can access sensitive information. Thus, "D. All of the above, contributing to a secure and controlled migration process with robust data protection" covers all essential security measures for a cloud migration.
Reference: Salesforce Security Best Practices

NEW QUESTION # 84
The consultant should suggest UMS configure its Experience Cloud site to support the desired chat routing using the following approach:
Pass in the User ID field as a hidden pre-chat field and check the value of that field in an Omni-Channel flow to determine the routing destination.
The customer service manager at Universal Containers wants to implement a process to ensure cases that are not resolved in time get brought to the attention of more experienced service agents. A consultant has proposed to implement case escalation rules for this. Which best practice should the consultant observe when configuring case escalation rules?

A. Create a catch-all Rule Entry at the end of the sort order so that if no otherentry is met a case still gets evaluated.
B. Create a maximum of 25 Rule Entries to make the escalation rules easy tomaintain for an administrator.
C. Put the most complex escalation Rule Entry at the end of the sort order toimprove system performance.

Answer: A

Explanation:
Reference: Salesforce Escalation Rules Best Practices

NEW QUESTION # 85
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