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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Design | 35% | - Plan voice and digital engagement implementation - Plan agent workspace and user experience - Design self-service and knowledge base integration - Design omni-channel routing and assignment logic |
| Topic 2: Deploy & Optimize | 10% | - Perform testing and validation - Plan deployment and change management - Monitor performance and optimize operations |
| Topic 3: Build & Configure | 35% | - Configure Service Cloud and Contact Center features - Set up Omni-Channel and routing rules - Configure reporting, dashboards, and analytics - Implement Service Cloud Voice and telephony integration |
| Topic 4: Discovery | 20% | - Understand contact center business requirements and goals - Map customer journeys and interaction channels - Identify success metrics and KPIs |
Salesforce Contact Center Accredited Professional Sample Questions:
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. Update the organization-wide sharing setting for use Presence to Public Read City
- B. Assign Read All data access to all voice agents
- C. Build Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed
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The best practice that the consultant should observe when configuring case escalation rules is:
Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated.
Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?
- A. Queue
- B. Omni-Channel Flow
- C. Dialog
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You need to migrate complex workflows from your legacy system. Which tool facilitates this?
- A. Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
- B. Apex code development for custom scripting and advanced workflow logic implementation.
- C. Flow Builder with visual development environment for building complex automation and logic flows.
- D. All of the above, depending on the complexity and specific functionalities of the migrating workflows.
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You need to validate web form functionality. Which method provides the most direct test?
- A. Monitoring web server logs for form access and error messages to identify technical issues.
- B. Reviewing form configuration settings and field mappings within Salesforce.
- C. All of the above, offering complementary perspectives on web form functionality and potential challenges.
- D. Manually submitting test data through the web form and verifying case creation in Salesforce.
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You need to migrate both active and historical customer dat
a. Which migration approach balances efficiency and minimal disruption?
- A. Pilot migration testing the process with a small data sample before large-scale migration commences.
- B. Incremental migration continuously syncing updates from legacy systems to Salesforce for real-time data consistency.
- C. Phased migration migrating specific data subsets in stages to minimize service interruption.
- D. Full cutover migration transferring all data at once, followed by system downtime for configuration.
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