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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Deploy & Optimize | 10% | - Plan deployment and change management - Monitor performance and optimize operations - Perform testing and validation |
| Topic 2: Build & Configure | 35% | - Configure Service Cloud and Contact Center features - Configure reporting, dashboards, and analytics - Implement Service Cloud Voice and telephony integration - Set up Omni-Channel and routing rules |
| Topic 3: Design | 35% | - Plan agent workspace and user experience - Plan voice and digital engagement implementation - Design omni-channel routing and assignment logic - Design self-service and knowledge base integration |
| Topic 4: Discovery | 20% | - Identify success metrics and KPIs - Map customer journeys and interaction channels - Understand contact center business requirements and goals |
Salesforce Contact Center Accredited Professional Sample Questions:
The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?
- A. Track average call handle time and first-contact resolution rate.
- B. Implement customer satisfaction surveys after interactions and analyze sentiment analysis.
- C. All of the above, combined for a comprehensive view of customer satisfaction.
- D. Monitor agent performance against resolution time and escalation benchmarks.
Correct Answer: C 🗳️
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Validating Omni-Channel routing effectiveness involves monitoring agent workload. Which tool helps with this?
- A. All of the above, offering comprehensive views of agent workload and queue distribution for optimizing routing.
- B. Agent Workbench showing assigned tasks and workload across different channels.
- C. Omni-Channel dashboards displaying real-time agent activity and task queues.
- D. Supervisor Console providing insights into agent status, chat transcripts, and performance metrics.
Correct Answer: A 🗳️
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The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?
- A. Implement Einstein Analytics for AI-powered insights and predictive analysis.
- B. Leverage external data warehouse solutions for data storage and complex queries.
- C. Utilize standard Salesforce Reports and Dashboards for basic data visualization.
- D. Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration.
Correct Answer: D 🗳️
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Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?
- A. Data Quality Rules automatically highlighting inconsistencies and missing information in case fields.
- B. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.
- C. Case History related list displaying all updates and changes made to a specific case record.
- D. Reporting tools showing trends and patterns in case data entry and field values.
Correct Answer: B 🗳️
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To comply with the "Eliminate duplicate email attachments" setting while processing PDFs in a high-volume email environment, the consultant should consider this approach:
Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation.
How should a consultant recommend UC configure this solution?
- A. Create an Apex trigger that checks the default business hours and the business hours on an escalation.
- B. Set up the organization's default business hours and set up another set of business ho the second option
- C. Set up the organization's default business hours and create an escalation rule where the case matches the criteria associated with different business hours.
Correct Answer: C 🗳️
Explanation: Only visible for DumpsMaterials members. You can sign-up / login (it's free).
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