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Salesforce AP-226 Exam Syllabus Topics:

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

Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?

  • A. Documenting API configurations and connection details for external integrations after successful migration and testing.
  • B. All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.
  • C. Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.
  • D. Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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

The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?

  • A. First Contact Resolution (FCR) Rate
  • B. Number of Escalated Cases
  • C. Customer Effort Score (CES)
  • D. Agent Average AHT
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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

The customer wants to personalize customer interactions based on past interactions and preferences. Which data model element facilitates this?

  • A. Custom fields capturing customer preferences and purchase history.
  • B. Case history tracking with details of previous interactions and resolutions.
  • C. Segmentation rules defining customer groups based on specific criteria and behavior.
  • D. All of the above, used in combination for comprehensive customer context and personalized experiences.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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

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

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

Correct Answer: A  🗳️

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

The environments that should have a two-way deployment connection in
this scenario are Test Sandbox and Production Org.
Which requirement needs to be met to perform a quick deployment for
change sets or Metadata API components without testing the full
deployment?

  • A. Each class and trigger that was deployed is covered by at least 75% jointly
  • B. Tests in the org or al local tests are run and Apex trigger have some coverage
  • C. Components have been validated successful for the target event within least
    70 days
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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