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  • Total Questions: 209
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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Implement41%- Data and Migration
  • 1. Determine data migration strategies
  • 2. Validate integrations and configurations
- Communication Channels
  • 1. Configure voice functionality
  • 2. Configure messaging channels
  • 3. Configure email functionality
  • 4. Configure Omni-Channel functionality
- Core Contact Center Configuration
  • 1. Configure basic Contact Center functionality
  • 2. Configure business processes
  • 3. Validate Contact Center metrics
- Self-Service and Automation
  • 1. Configure bots functionality
  • 2. Configure case management functionality
  • 3. Configure self-service functionality
Topic 2: 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. Define personas and stakeholders
  • 2. Conduct customer discovery interviews
Topic 3: 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 4: Deploy10%- Validation and Migration
  • 1. Prepare systems for data migration
  • 2. Validate deployment requirements
- Deployment Planning
  • 1. Identify deployment processes
  • 2. Document cut-over requirements

Salesforce Contact Center Accredited Professional Sample Questions:

The customer wants to seamlessly integrate their existing CRM system. Which Salesforce feature facilitates this?

  • A. Apex Code
  • B. Data Import Wizard
  • C. Process Builder
  • D. Partner Integrations
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).

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 Import Wizard
  • B. Data Loader
  • C. Salesforce REST API
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).

Your self-service goals include improving user adoption and engagement. Which metric best reflects this objective?

  • A. Customer satisfaction ratings and feedback on the self-service experience.
  • B. Number of self-service articles viewed or downloaded by customers.
  • C. All of the above, providing a holistic view of self-service adoption, effectiveness, and user satisfaction.
  • D. Percentage of cases deflected through self-service channels and resolved without agent intervention.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).

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

  • A. Utilizing data validation rules to flag and correct inconsistencies in customer record language formats and character sets.
  • B. All of the above, contributing to a seamless transition with accurate representation of multilingual customer data.
  • C. Configuring the new system to recognize and handle different language formats and encoding standards for accurate import.
  • D. Manually reviewing and verifying the language and character consistency of customer data before migration.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).

While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?

  • A. SMS Messaging
  • B. Facebook Messenger
  • C. Messaging for In-App
Reveal Solution  Discussion  0

Correct Answer: A,B,C  🗳️

Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).

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