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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Deploy & Optimize | 10% | - Monitor performance and optimize operations - Plan deployment and change management - Perform testing and validation |
| Discovery | 20% | - Map customer journeys and interaction channels - Understand contact center business requirements and goals - Identify success metrics and KPIs |
| Build & Configure | 35% | - Implement Service Cloud Voice and telephony integration - Set up Omni-Channel and routing rules - Configure reporting, dashboards, and analytics - Configure Service Cloud and Contact Center features |
| Design | 35% | - Design self-service and knowledge base integration - Design omni-channel routing and assignment logic - Plan voice and digital engagement implementation - Plan agent workspace and user experience |
Salesforce Contact Center Accredited Professional Sample Questions:
Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?
- A. Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.
- B. All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.
- C. Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.
- D. Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.
Correct Answer: B 🗳️
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Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?
- A. Implementing recording and call monitoring functionalities for compliance audits and quality control.
- B. Ensuring proper opt-in mechanisms and customer consent management for outbound calls.
- C. Verifying agent training on call scripts and adherence to regulatory requirements.
- D. All of the above, contributing to a compliant and responsible outbound calling operation.
Correct Answer: D 🗳️
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You're migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?
- A. Salesforce Content Management System (CMS) for document and asset management.
- B. External cloud storage with Salesforce integration.
- C. Salesforce Platform Events or Queues for real-time data streaming and storage.
- D. File attachments within Salesforce case records.
Correct Answer: B 🗳️
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Your design specifies dynamic greetings in email templates based on customer dat a. Which Salesforce feature enables this personalization?
- A. Process Builder sequences dynamically updating and inserting personalized data into email content.
- B. Custom Apex code to programmatically insert customer data into email templates.
- C. Merge fields in email templates linked to specific object fields containing customer information.
- D. Einstein Content Recommendations suggesting relevant templates and content based on customer data.
Correct Answer: C 🗳️
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The customer wants to track metrics across different case types and channels. Which reporting element helps with data standardization and analysis?
- A. Employ third-party analytics tools with independent data structures and visualizations.
- B. Utilize standard case fields and reporting tools to categorize and analyze data across the board.
- C. Develop custom reports with unique data models for each case type and channel.
- D. Implement separate dashboards for each channel and case type with customized metrics.
Correct Answer: B 🗳️
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