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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Design | 35% | - Plan agent workspace and user experience - Plan voice and digital engagement implementation - Design self-service and knowledge base integration - Design omni-channel routing and assignment logic |
| Build & Configure | 35% | - Configure Service Cloud and Contact Center features - Implement Service Cloud Voice and telephony integration - Configure reporting, dashboards, and analytics - Set up Omni-Channel and routing rules |
| Deploy & Optimize | 10% | - Plan deployment and change management - Perform testing and validation - Monitor performance and optimize operations |
| Discovery | 20% | - Map customer journeys and interaction channels - Understand contact center business requirements and goals - Identify success metrics and KPIs |
Salesforce Contact Center Accredited Professional Sample Questions:
Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?
- A. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.
- B. All of the above, depending on the complexity of the desired IVR functionalities.
- C. Process Builder sequences defining IVR menus and routing options based on caller selections.
- D. Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.
Correct Answer: A 🗳️
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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.
Correct Answer: D 🗳️
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Validating messaging channel functionality involves testing message delivery and content accuracy. Which tool helps with this?
- A. Monitoring chat logs and transcripts within Salesforce to review message content and delivery status.
- B. Utilizing third-party testing tools like Twilio Sandbox or MessageBird to send test messages and verify delivery.
- C. All of the above, offering a comprehensive approach to validate message delivery, content accuracy, and user experience.
- D. Conducting user testing sessions with real customers to gather feedback on the messaging experience and content clarity.
Correct Answer: C 🗳️
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Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?
- A. Total chat session duration divided by the number of sessions.
- B. Time spent by agents actively engaged in chat sessions.
- C. All of the above, depending on the desired AHT calculation scope and inclusivity.
- D. Number of chat sessions handled by agents.
Correct Answer: C 🗳️
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While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:
Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.
Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time How should a consultant recommend implementing this requirement?
- A. Create an Apex trigger to check agent holidays
- B. Set up Support Holidays to specify holidays.
- C. Create additional holiday rules in the SLAs
Correct Answer: B 🗳️
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Gwendolyn -
I passed my exam with 89% score last week. Anyone can attempt AP-226 exam with this state of the art study guide provided by TestkingPDF, you will never regret.