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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implement41%- Core Contact Center Configuration
  • 1. Configure business processes
  • 2. Configure basic Contact Center functionality
  • 3. Validate Contact Center metrics
- Communication Channels
  • 1. Configure Omni-Channel functionality
  • 2. Configure messaging channels
  • 3. Configure email functionality
  • 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. Determine data migration strategies
  • 2. Validate integrations and configurations
Topic 2: Design29%- Contact Center Capabilities
  • 1. Determine future functionality usage
  • 2. Define persona-based user experiences
  • 3. Evaluate standard Contact Center functionality
- Solution Design
  • 1. Apply standard data models and best practices
  • 2. Map Contact Center functionalities to requirements
  • 3. Design scalable and maintainable solutions
- Implementation Planning
  • 1. Define KPI measurement methods
  • 2. Create release management strategies
  • 3. Design implementation plans
Topic 3: Discovery20%- Business Requirements
  • 1. Identify required features and capabilities
  • 2. Analyze business processes and channels
  • 3. Determine routing logic requirements
- KPIs and Success Metrics
  • 1. Prioritize business success measurements
  • 2. Identify key performance indicators
- Customer Use Cases and Stakeholders
  • 1. Conduct customer discovery interviews
  • 2. Define personas and stakeholders
Topic 4: Deploy10%- Deployment Planning
  • 1. Document cut-over requirements
  • 2. Identify deployment processes
- Validation and Migration
  • 1. Validate deployment requirements
  • 2. Prepare systems for data migration

Salesforce Contact Center Accredited Professional Sample Questions:

Question #1

The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

  • A. Omni-Channel Presence
  • B. Entitlements
  • C. Skill-Based Routing
  • D. Routing Rules
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

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Question #2

The customer wants to prioritize cases based on customer loyalty and contract value. Which functionality enables this?

  • A. Case Classification
  • B. Case Escalation Rules
  • C. Entitlements
  • D. Custom Apex Code
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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Question #3

Your data migration timeline is tight. Which option helps expedite the process?

  • A. Utilizing data migration tools with automation capabilities and bulk processing features.
  • B. Outsourcing the data migration process to experienced third-party vendors.
  • C. Manual data entry into Salesforce records for critical information.
  • D. All of the above, depending on the resources available and the complexity of the migration project.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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Question #4

The customer wants to minimize disruption during rollout. Which release management technique is most suitable?

  • A. Rolling updates with gradual user onboarding to the new system.
  • B. A combination of rolling updates and minimal downtime deployment techniques.
  • C. Weekend or after-hours deployment to minimize impact on regular operations.
  • D. Full system outage for complete implementation and configuration.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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Question #5

The most suitable functionality to automatically assign cases to an account's dedicated service agent, thereby improving service level quality, is Case Assignment Rules. Here's why:
Ursa Major Solar (UMS) wants to implement Service Cloud Voice. UMS is satisfied with it current telephony provider, which can be used with Voice.
Which Service Cloud Voice telephony model should a consultant recommend?

  • A. Service Cloud Voice with partner telephony Service Cloud Voice with
    Amazon Connect
  • B. Service Cloud Voice with partner telephony from Amazon Connect
    Given that Ursa Major Solar (UMS) is already satisfied with their current
  • C. telephony provider and it can be used with Service Cloud Voice, the most suitable telephony model is Service Cloud Voice with partner telephony.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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