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Salesforce AP-226 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Discovery20%- Requirements Definition
  • 1. Map use cases to features and systems
    • 2. Define channel and routing requirements
      - Customer Use Case Analysis
      • 1. Identify personas and stakeholders
        • 2. Conduct requirement interviews
          - Success Metrics
          • 1. Identify KPIs aligned to business goals
            Topic 2: Design29%- Scalable Architecture Design
            • 1. Apply standard data models
              • 2. Design maintainable Contact Center solutions
                - Solution Mapping
                • 1. Map Contact Center features to requirements
                  Topic 3: Implement- Contact Center Configuration
                  • 1. Set up core Contact Center features
                    • 2. Configure operational components

                      Salesforce Contact Center Accredited Professional Sample Questions:

                      Question #1

                      Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?

                      • A. All of the above, working together for dynamic case assignment and escalation based on context and priority.
                      • B. Process Builder sequences triggering automated case creation and assignment based on data triggers.
                      • C. Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
                      • D. Case Assignment Rules defining criteria for routing cases to specific queues or agents.
                      Reveal Solution  Discussion  0

                      Correct Answer: A  🗳️

                      Explanation: Only visible for ActualTestsQuiz members. You can sign-up / login (it's free).

                      Question #2

                      I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication during widespread outages:
                      Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the

                      • A. Facebook Messenger
                      • B. SMS
                      • C. Messaging for Wed
                      Reveal Solution  Discussion  0

                      Correct Answer: B  🗳️

                      Explanation: Only visible for ActualTestsQuiz members. You can sign-up / login (it's free).

                      Question #3

                      Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?

                      • A. Omni-Channel routing rules directing social media messages to qualified agents based on content and context.
                      • B. Flow Builder with social media connectors for creating automated processes in response to social interactions.
                      • C. Salesforce Social Studio for managing social media engagement and customer inquiries.
                      • D. All of the above, enabling seamless integration and routing of social media interactions within the Contact Center.
                      Reveal Solution  Discussion  0

                      Correct Answer: D  🗳️

                      Explanation: Only visible for ActualTestsQuiz members. You can sign-up / login (it's free).

                      Question #4

                      The customer needs advanced customization for specific workflows. Which option provides flexibility?

                      • A. Third-party development
                      • B. Custom Apex coding
                      • C. Salesforce Flow
                      • D. Out-of-the-box configuration
                      Reveal Solution  Discussion  0

                      Correct Answer: C  🗳️

                      Explanation: Only visible for ActualTestsQuiz members. You can sign-up / login (it's free).

                      Question #5

                      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. Salesforce Reporting with basic filters and data grouping for analysis.
                      • C. All of the above, depending on the desired level of data exploration, predictive insights, and visual representations.
                      • D. Einstein Analytics with advanced data blending, predictive modeling, and visual storytelling capabilities.
                      Reveal Solution  Discussion  0

                      Correct Answer: C  🗳️

                      Explanation: Only visible for ActualTestsQuiz members. You can sign-up / login (it's free).

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