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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Discovery20%- Success Metrics
  • 1. Identify KPIs aligned to business goals
    - Customer Use Case Analysis
    • 1. Identify personas and stakeholders
      • 2. Conduct requirement interviews
        - Requirements Definition
        • 1. Map use cases to features and systems
          • 2. Define channel and routing requirements
            Topic 2: Design29%- Solution Mapping
            • 1. Map Contact Center features to requirements
              - Scalable Architecture Design
              • 1. Apply standard data models
                • 2. Design maintainable Contact Center solutions
                  Topic 3: 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 (Q78-Q83):

                      NEW QUESTION # 78
                      Your project requires migrating customer data with multiple language variations. Which data preparation step helps maintain language consistency and accuracy?

                      Answer: C

                      Explanation:
                      Maintaining language consistency and accuracy during customer data migration involves various steps: A. Data validation rules ensure that inconsistencies in language formats and character sets are flagged and corrected.
                      B: Configuring the system to handle different language formats and encoding standards is crucial for accurate data import.
                      C: Manual review of language and character consistency helps verify the accuracy before migration.
                      Employing these measures ensures that multilingual customer data is accurately represented in the new system, enhancing data integrity and usability.


                      NEW QUESTION # 79
                      The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
                      Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
                      Which Experience Cloud template should a consultant recommend

                      Answer: B

                      Explanation:
                      For Ursa Major Solar's objective to strengthen loyalty, increase case deflection, and improve customer retention, the consultant should recommend using the "Help Center" template from Experience Cloud. This template is designed specifically for customer support, providing features such as FAQs, articles, and community forums, which empower customers to find answers independently. Implementing a customer portal using the Help Center template can effectively reduce the volume of direct inquiries, promoting case deflection and enhancing customer satisfaction through efficient self-service options.
                      Reference: https://help.salesforce.com/s/articleView?id=sf.networks_choose_template.htm


                      NEW QUESTION # 80
                      The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?

                      Answer: B

                      Explanation:
                      In the event of unforeseen technical issues during a release, the most appropriate response is to communicate transparently with stakeholders about the issues and to have a rollback plan ready if necessary. This approach ensures that all parties are informed and prepared to revert to the previous stable version if the new release proves to be unstable or problematic, maintaining trust and system reliability.


                      NEW QUESTION # 81
                      The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?

                      Answer: A

                      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 # 82
                      Which standard field options should a consultant recommended form for In-App Messaging?

                      Answer: B

                      Explanation:
                      For In-App Messaging, the recommended standard field options to include are First Name, Last Name, Email, and Account Number. These fields ensure that customer service agents have the essential information needed to identify and authenticate the customer, facilitating a more personalized and efficient service interaction. The Account Number is particularly crucial as it provides a direct link to the customer's specific details and transaction history within the company's systems.


                      NEW QUESTION # 83
                      ......

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