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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
Passing Score:	66%
Available Languages:	English
Exam Duration:	75 minutes
Related Certifications:	Digital Engagement Service Cloud Service Cloud Voice Omni-Channel Routing
Exam Format:	Multiple-select, Multiple-choice
Certificate Validity Period:	Not formally specified (no expiration stated for this exam)
Real Exam Qty:	60 (plus up to 5 unscored questions)
Exam Price:	USD 150 / JPY 20,000 (excluding tax)
Recommended Training:	Contact Center training modules (Service Cloud, Omni-Channel, Digital Engagement) Service Cloud Voice and Contact Center learning resources
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	Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
Topic 2	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.
Topic 3	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 4	Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.

Salesforce Contact Center Accredited Professional Sample Questions (Q77-Q82):

NEW QUESTION # 77
You're migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?

A. File attachments within Salesforce case records.
B. Salesforce Platform Events or Queues for real-time data streaming and storage.
C. Salesforce Content Management System (CMS) for document and asset management.
D. External cloud storage with Salesforce integration.

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 # 78
The customer aims to automate repetitive case escalation processes. Which feature can streamline this?

A. Queues
B. Workflow Rules
C. Entitlements
D. Field History Tracking

Answer: B

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 # 79
The consultant needs to specify the Inbound Flow Action in the channel
setting, in addition to selecting the flow, to use the Omni-Channel flow for the Enhanced Bot.
During a workshop, management at a company explains that its contact
center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general queue, where the agents pick up the case manually.
Management would like available agents to receive the cases automatically so they do not pick cases. They also require that if the case cannot be directed to the correct agent, there is a fallback option. The agent can be assigned cases from different channels and would like this incorporated into the routing model.
Which setting in Email-to-Case should a consultant recommend the
company utilize?

A. Flow Settings
B. Task Settings
C. Case Owner Settings

Answer: C

Explanation:
In the scenario where management wants cases to be automatically assigned to agents without manual selection and includes a fallback mechanism, the consultant should recommend utilizing the " Case Owner Settings " in the Email-to-Case configuration. This feature allows the system to automatically assign incoming cases based on predefined rules and ensures that if a specific agent isn't available, the case can be routed to a fallback queue or another available agent. This setting integrates seamlessly into the routing model, supporting different channels and ensuring efficient case handling.
References: https://help.salesforce.com/articleView?id=sf.email_to_case.htm

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

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

Answer: D

Explanation:
Reference: Salesforce Custom Objects and Data Integrity

NEW QUESTION # 81
Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

A. Time spent by agents actively engaged in chat sessions.
B. Total chat session duration divided by the number of sessions.
C. All of the above, depending on the desired AHT calculation scope and inclusivity.
D. Number of chat sessions handled by agents.

Answer: C

Explanation:
Measuring Average Handle Time (AHT) for chat interactions can include several metrics depending on the specific aspects of AHT you wish to analyze. The number of chat sessions gives a baseline of agent activity, total session duration divided by the number of sessions directly reflects AHT, and the time spent by agents actively engaged provides insight into agent efficiency. Thus, "D. All of the above, depending on the desired AHT calculation scope and inclusivity" covers all aspects that can be used to calculate and reflect AHT comprehensively.
Reference: Salesforce Metrics and Performance Measurement

NEW QUESTION # 82
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