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Salesforce AP-226 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Deploy	10%	- Validation and Migration 1. Validate deployment requirements 2. Prepare systems for data migration - Deployment Planning 1. Document cut-over requirements 2. Identify deployment processes
Topic 2: Discovery	20%	- Customer Use Cases and Stakeholders 1. Define personas and stakeholders 2. Conduct customer discovery interviews - Business Requirements 1. Analyze business processes and channels 2. Determine routing logic requirements 3. Identify required features and capabilities - KPIs and Success Metrics 1. Identify key performance indicators 2. Prioritize business success measurements
Topic 3: Design	29%	- Solution Design 1. Design scalable and maintainable solutions 2. Apply standard data models and best practices 3. Map Contact Center functionalities to requirements - Implementation Planning 1. Create release management strategies 2. Design implementation plans 3. Define KPI measurement methods - Contact Center Capabilities 1. Evaluate standard Contact Center functionality 2. Define persona-based user experiences 3. Determine future functionality usage
Topic 4: Implement	41%	- Communication Channels 1. Configure email functionality 2. Configure Omni-Channel functionality 3. Configure messaging channels 4. Configure voice functionality - Self-Service and Automation 1. Configure bots functionality 2. Configure self-service functionality 3. Configure case management functionality - Data and Migration 1. Validate integrations and configurations 2. Determine data migration strategies - Core Contact Center Configuration 1. Configure basic Contact Center functionality 2. Configure business processes 3. Validate Contact Center metrics

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Salesforce Contact Center Accredited Professional Sample Questions (Q133-Q138):

NEW QUESTION # 133
You're deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?

A. Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.
B. All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.
C. Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.
D. Training agents on using the social media listening tool to effectively engage with customers and address concerns.

Answer: B

Explanation:
Deploying a new social media listening tool involves several critical requirements to ensure effective customer engagement and prioritization of concerns. Defining criteria for escalable issues ensures only relevant matters are escalated. Configuring automated notifications for high-priority mentions ensures timely responses to critical engagements. Training agents on the effective use of the tool enhances their ability to engage appropriately. Therefore, "D. All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media" provides a comprehensive strategy for effective social media listening and interaction.
Reference: Salesforce Social Studio

NEW QUESTION # 134
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?

A. A Use Slack to allow agents to share best practices in responding to customer questions
B. Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions
C. Use Quick Text to allow agents to create personal Quick Texts for answers they alternate

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 # 135
You need to validate automated case escalation. Which tool helps monitor and assess this process?

A. All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.
B. Supervisor Console providing insights into case status, queue information, and escalation triggers.
C. Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.
D. Monitoring Escalation History related list within case records to track escalation triggers and actions taken.

Answer: A

Explanation:
Monitoring and validating automated case escalation effectively involves using multiple tools that offer various insights into the process:
A: Monitoring Escalation History related list within case records helps track escalation triggers and actions, providing a direct audit trail for each case.
B: Utilizing reporting tools to analyze trends in case escalation provides insights into frequency, reasons, and potential areas for process improvement.
C: Supervisor Console offers real-time insights into case statuses, including escalations, enabling supervisors to oversee and adjust processes as needed.
Combining these tools provides a holistic view of case escalation effectiveness and helps in identifying and implementing necessary adjustments.

NEW QUESTION # 136
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. Exporting custom objects and data along with associated validation rules and trigger definitions for import into the new system.
C. Configuring the new system to automatically recognize and apply existing field-level validation rules and triggers during data migration.
D. Manually reviewing and verifying the accuracy and functionality of imported validation rules and triggers after data migration.

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 # 137
To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:
1. Omni-Channel Flow:
* This is the primary type used to route the conversation from the bot to the queue.
* The consultant can build a flow with a specific action to "Route Work Item."
* This action allows you to specify the target queue where the conversation will be directed.
2. Dialog: (Optional)
* While not required for basic transfers, dialogs can be used to
enhance the user experience during the transfer process.
* For example, the consultant can create a dialog that informs the
customer about the need to transfer the conversation to a live agent
and provides estimated wait times.
* Additionally, the dialog can collect any necessary information from the customer before transferring the case to the queue.
A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.
Which tool should the consultant use?

A. Data Loader
B. Salesforce REST API
C. Data Import Wizard

Answer: A

Explanation:
For migrating 100,000 historic cases from a legacy system to Salesforce, the consultant should use the Data Loader. Salesforce Data Loader is designed for bulk data operations and is the optimal tool for handling large-scale data migrations, such as 100,000 records or more. It provides the ability to insert, update, delete, or export Salesforce records. When importing data, Data Loader reads, extracts, and loads data from CSV files or from a database connection. For large data volumes, Data Loader is more efficient and robust than the Data Import Wizard, which is typically recommended for loading fewer than 50,000 records. The Data Loader also supports automated batch processing, making it suitable for migrating large datasets from legacy systems.

NEW QUESTION # 138
......

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