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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Discovery | 20% | - Understand contact center business requirements and goals - Map customer journeys and interaction channels - Identify success metrics and KPIs |
| Topic 2: Build & Configure | 35% | - Configure Service Cloud and Contact Center features - Configure reporting, dashboards, and analytics - Set up Omni-Channel and routing rules - Implement Service Cloud Voice and telephony integration |
| Topic 3: Design | 35% | - Design omni-channel routing and assignment logic - Plan voice and digital engagement implementation - Design self-service and knowledge base integration - Plan agent workspace and user experience |
| Topic 4: Deploy & Optimize | 10% | - Plan deployment and change management - Perform testing and validation - Monitor performance and optimize operations |
Salesforce Contact Center Accredited Professional Sample Questions:
Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?
- A. All of the above, enabling seamless integration and routing of social media interactions within the Contact Center.
- B. Flow Builder with social media connectors for creating automated processes in response to social interactions.
- C. Omni-Channel routing rules directing social media messages to qualified agents based on content and context.
- D. Salesforce Social Studio for managing social media engagement and customer inquiries.
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Your data migration timeline is tight. Which option helps expedite the process?
- A. Outsourcing the data migration process to experienced third-party vendors.
- B. Utilizing data migration tools with automation capabilities and bulk processing features.
- 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.
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The customer requires secure access control for sensitive customer dat
a. Which data model element contributes to data security?
- A. Store all customer data in one field without any segregation or access control mechanisms.
- B. Configure field-level security to grant selective access to sensitive data based on user roles and permissions.
- C. Implement third-party data encryption solutions for additional security layers.
- D. Utilize custom fields to capture all types of customer information without access restrictions.
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The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?
- A. Agent Average AHT
- B. First Contact Resolution (FCR) Rate
- C. Number of Escalated Cases
- D. Customer Effort Score (CES)
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The customer values user adoption and training. Which element should be prioritized in the implementation plan?
- A. Comprehensive change management and communication strategy.
- B. End-to-end user training programs and support resources.
- C. Development and testing of core functionalities before focusing on user experience.
- D. Extensive technical documentation and configuration guides.
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