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Salesforce AP-226 Exam Syllabus Topics:
Section
Weight
Objectives
Design
35%
- Design self-service and knowledge base integration
- Plan voice and digital engagement implementation
- Plan agent workspace and user experience
- Design omni-channel routing and assignment logic
Discovery
20%
- Identify success metrics and KPIs
- Map customer journeys and interaction channels
- Understand contact center business requirements and goals
Deploy & Optimize
10%
- Perform testing and validation
- Monitor performance and optimize operations
- Plan deployment and change management
Build & Configure
35%
- Set up Omni-Channel and routing rules
- Configure Service Cloud and Contact Center features
- Configure reporting, dashboards, and analytics
- Implement Service Cloud Voice and telephony integration
Salesforce Contact Center Accredited Professional Sample Questions:
You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
A. Implementing data cleansing scripts or manual data correction within Salesforce.
B. All of the above, depending on the severity and impact of the data inconsistencies encountered.
C. Ignoring minor inconsistencies to avoid delaying the migration timeline.
D. Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors.
Answer: D
Explanation: Only visible for TrainingDump members. You can sign-up / login (it's free).
The best set of functionalities for the client's needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specific requirements.
A. As part of the project governance, Ursa Major Solar has decided to use Agle Development Principles. One of the project stakeholders has come to a consultant to explain to them a more detail the 12 agile principles. What is one of the agile principles?
B. A consultant is preparing post-implementation training material for the agents and supervisors. Agents will need to use the cell transcript
C. Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools
D. All three options you listed are actually Agile principles! Agile Development emphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here's a breakdown of each option:
Answer: C
Explanation: Only visible for TrainingDump members. You can sign-up / login (it's free).
The customer wants to offer self-service options for simple issues. Which functionality empowers this?
A. Process Builder
B. Web Service API
C. Knowledge Base
D. Einstein Bots
Answer: D
Explanation: Only visible for TrainingDump members. You can sign-up / login (it's free).
You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?
A. Omni-Channel dashboards providing real-time insights and basic trend visualization.
B. All of the above, depending on the desired level of data exploration, predictive insights, and visual representations.
C. Einstein Analytics with advanced data blending, predictive modeling, and visual storytelling capabilities.
D. Salesforce Reporting with basic filters and data grouping for analysis.
Answer: B
Explanation: Only visible for TrainingDump members. You can sign-up / login (it's free).
Validating Omni-Channel routing effectiveness involves monitoring agent workload. Which tool helps with this?
A. Omni-Channel dashboards displaying real-time agent activity and task queues.
B. Agent Workbench showing assigned tasks and workload across different channels.
C. All of the above, offering comprehensive views of agent workload and queue distribution for optimizing routing.
D. Supervisor Console providing insights into agent status, chat transcripts, and performance metrics.
Answer: C
Explanation: Only visible for TrainingDump members. You can sign-up / login (it's free).
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