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Salesforce AP-226 Exam Syllabus Topics:

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

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Salesforce Contact Center Accredited Professional Sample Questions (Q28-Q33):

NEW QUESTION # 28
The customer desires seamless integration with their existing CRM system. Which functionality bridges this gap?

Answer: B

Explanation:
Partner integrations in Salesforce Contact Center allow for seamless integration with existing CRM systems by leveraging pre-built connectors and integration apps available on Salesforce AppExchange. These partner solutions are specifically designed to integrate diverse systems with Salesforce, ensuring that data flows smoothly between Salesforce and other CRMs without needing custom development. This enables businesses to enhance their customer service capabilities by integrating their existing tools and databases into a unified Salesforce environment.


NEW QUESTION # 29
The reason why the work that was already in the queue is not being pushed to agents is:
The "Apply to existing records in queue" option was not selected.
At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?

Answer: B

Explanation:
To improve the case close process at Ursa Major Solar and make solving future customer cases more efficient, a consultant should propose using Salesforce Knowledge. By storing summarized questions and answers in Salesforce Knowledge, agents can quickly access and reuse this information for similar future inquiries. This approach not only saves time but also promotes consistency in customer responses and enhances the overall quality of support.


NEW QUESTION # 30
The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?

Answer: D

Explanation:
Implementing Premier Support is the most suitable option for ongoing training and support for agents using the new Salesforce Contact Center system. Premier Support provides organizations with dedicated access to Salesforce experts and consultants who offer specialized training, proactive issue resolution, and continuous support. This level of support ensures that agents are well-equipped to use the system efficiently and can resolve any issues quickly, enhancing their overall effectiveness and comfort with the system.


NEW QUESTION # 31
You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?

Answer: D


NEW QUESTION # 32
Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?

Answer: D

Explanation:
Assessing data capture accuracy in case management involves various tools within Salesforce. The Case History related list provides a detailed log of all changes made to case records, offering an audit trail. Reporting tools can analyze trends and patterns in case management, helping to identify any recurrent data entry errors or peculiarities. Data Quality Rules automatically check for inconsistencies or missing information in case fields. Thus, "D. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues" ensures a comprehensive evaluation of data accuracy in case management.
Reference: Salesforce Data Quality Tools


NEW QUESTION # 33
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