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Salesforce AP-226 Exam Syllabus Topics:

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

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Salesforce Contact Center Accredited Professional Sample Questions (Q109-Q114):

NEW QUESTION # 109
Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?

Answer: C

Explanation:
Ensuring the accuracy and functionality of external system integrations during a migration involves comprehensive preparation:
A: Mapping and verifying field names and data formats ensures compatibility between systems.
B: Testing data exchange with external systems through mock scenarios validates the integration before live deployment.
C: Documenting API configurations and connection details provides a reference for maintaining and troubleshooting integrations post-migration.
These steps collectively ensure a smooth transition and reliable operation of external system integrations in the new Contact Center system.


NEW QUESTION # 110
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 # 111
You're migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?

Answer: D

Explanation:
When migrating historical call recordings, secure and scalable storage options are crucial. External cloud storage solutions, integrated with Salesforce, provide the best option for handling large volumes of data such as call recordings. These solutions offer scalability, security, and easy accessibility, which are necessary for effective data management within Salesforce environments. Thus, "B. External cloud storage with Salesforce integration" is the most suitable storage option for this purpose.
Reference: Salesforce Files and Content Management


NEW QUESTION # 112
The customer aims to automate repetitive case escalation processes. Which feature can streamline this?

Answer: C

Explanation:
Workflow Rules in Salesforce can automate repetitive case escalation processes effectively. By setting up rules based on specific criteria, these workflows automatically escalate cases to the right team or individual when predefined conditions are met. This feature helps streamline case management processes, reduces manual intervention, and ensures timely response to critical issues, thereby improving overall efficiency in handling customer cases.


NEW QUESTION # 113
Where should the consultant point the agent to access the all transcript?

Answer: A

Explanation:
To access the call transcripts configured in Amazon Connect, the consultant should direct agents to the Conversation Component in the Service Console. This component integrates communications from Amazon Connect, displaying real-time and historical interaction data, including call transcripts. The Conversation Component allows agents to access and review detailed call transcripts within the familiar Salesforce environment, facilitating better customer service and follow-up actions.
Reference: https://help.salesforce.com/s/articleView?id=sf.voice_integration_amazon.htm


NEW QUESTION # 114
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