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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
Exam Duration:	75 minutes
Exam Price:	USD 150 / JPY 20,000 (excluding tax)
Available Languages:	English
Passing Score:	66%
Exam Format:	Multiple-choice, Multiple-select
Related Certifications:	Service Cloud Service Cloud Voice Omni-Channel Routing Digital Engagement
Certificate Validity Period:	Not formally specified (no expiration stated for this exam)
Real Exam Qty:	60 (plus up to 5 unscored questions)
Recommended Training:	Contact Center training modules (Service Cloud, Omni-Channel, Digital Engagement) Service Cloud Voice and Contact Center learning resources
Exam Registration:	Salesforce Certification Registration (Trailhead Academy) Salesforce Certification Exam Guide
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	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 3	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 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 (Q96-Q101):

NEW QUESTION # 96
You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?

A. Implementing data cleansing scripts or manual data correction within Salesforce.
B. Ignoring minor inconsistencies to avoid delaying the migration timeline.
C. Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors.
D. All of the above, depending on the severity and impact of the data inconsistencies encountered.

Answer: C

Explanation:
Reference: Salesforce Data Quality Management

NEW QUESTION # 97
You need to test email responsiveness on different devices. Which platform facilitates multi-device testing?

A. Utilizing Email Preview tool in Salesforce Marketing Cloud for cross-device rendering checks.
B. Salesforce Inbox previewing emails on desktop and mobile versions.
C. Developer tools in web browsers for inspecting email rendering on various devices.
D. Sending test emails to personal accounts with different devices and platforms.

Answer: A

Explanation:
Reference: Salesforce Marketing Cloud Email Studio

NEW QUESTION # 98
You're deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?

A. Defining clear criteria for call escalation based on urgency and wait times.
B. Configuring the rule to trigger automatic notifications and case creation for escalated calls.
C. All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.
D. Testing the escalation rule functionality with test calls and dummy scenarios before deployment.

Answer: C

Explanation:
Ensuring timely intervention for high-priority voice calls involves multiple strategies:
A: Configuring the rule to trigger automatic notifications and case creation helps immediately alert relevant parties when a call meets escalation criteria.
B: Testing the escalation rule functionality with test calls and dummy scenarios ensures the rule works correctly under various conditions before going live.
C: Defining clear criteria for call escalation based on urgency and wait times ensures that high-priority calls are identified and escalated appropriately.
Implementing these measures together establishes a robust and effective process for managing escalated calls within Omni-Channel.

NEW QUESTION # 99
The most suitable set of solutions for the client ' s requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.
A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company ' s main strategy is to enhance customer satisfaction and loyalty while streamlining costs.
Which set of key performance indicators (KPIs) should the consultant
prioritize to measure the success of the Contact Center implementation?

A. Revenue growth, number of repeat customers, net promoter score, and employment
B. Average handling time, number of calls answered, customer satisfaction sure and employer training time
C. A Average response time, cost per call deflection rate, and employeetraining time

Answer: B

Explanation:
For Ursa Major Solar, the KPIs to prioritize to measure the success of the Contact Center implementation, given their goals to enhance customer satisfaction and streamline costs, should be average handling time, number of calls answered, customer satisfaction score, and employee training time. These KPIs directly align with improving service efficiency and quality. Average handling time and number of calls answered focus on operational efficiency, customer satisfaction score measures the impact on customer loyalty and satisfaction, and employee training time helps in assessing the effectiveness and speed of preparing new agents, which impacts both costs and service quality.
Reference: Salesforce Service Cloud KPIs

NEW QUESTION # 100
Where should the consultant point the agent to access the all transcript?

A. Amazon Connect Dashboard
B. Caller Contact record in Salesforce
C. conversation Component in Service Console

Answer: C

Explanation:
Reference: https://help.salesforce.com/s/articleView?id=sf.voice_integration_amazon.htm

NEW QUESTION # 101
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