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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Design | 35% | - Plan voice and digital engagement implementation - Design self-service and knowledge base integration - Plan agent workspace and user experience - Design omni-channel routing and assignment logic |
| Topic 2: Build & Configure | 35% | - Implement Service Cloud Voice and telephony integration - Configure Service Cloud and Contact Center features - Set up Omni-Channel and routing rules - Configure reporting, dashboards, and analytics |
| Topic 3: Deploy & Optimize | 10% | - Plan deployment and change management - Perform testing and validation - Monitor performance and optimize operations |
| Topic 4: Discovery | 20% | - Understand contact center business requirements and goals - Identify success metrics and KPIs - Map customer journeys and interaction channels |
Salesforce Contact Center Accredited Professional Sample Questions:
Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?
- A. Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.
- B. Providing comprehensive training on the new platform's features and functionalities for report creation and analysis.
- C. Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.
- D. All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system.
Correct Answer: D 🗳️
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While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:
A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.
- A. Assign Read All data access to all voice agents
- B. Update the organization-wide sharing setting for use Presence to Public Read City
- C. Build Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed
Correct Answer: C 🗳️
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Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?
- A. Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.
- B. All of the above, offering various options for ensuring data quality and reliable metric interpretation.
- C. Salesforce Data Loader for bulk data imports and basic field validation.
- D. Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.
Correct Answer: B 🗳️
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Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?
- A. All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.
- B. Manually reviewing and adjusting internal links and formatting within each article before migration.
- C. Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.
- D. Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.
Correct Answer: A 🗳️
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The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?
- A. Conducting periodic user training sessions to familiarize users with new features and updates.
- B. Providing regular system updates and patches to address bugs and improve performance.
- C. Establishing a support channel for reporting issues and troubleshooting technical problems.
Correct Answer: A 🗳️
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