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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Design | 35% | - Plan agent workspace and user experience - Design omni-channel routing and assignment logic - Plan voice and digital engagement implementation - Design self-service and knowledge base integration |
| Build & Configure | 35% | - Configure reporting, dashboards, and analytics - Configure Service Cloud and Contact Center features - Set up Omni-Channel and routing rules - Implement Service Cloud Voice and telephony integration |
| Deploy & Optimize | 10% | - Plan deployment and change management - Monitor performance and optimize operations - Perform testing and validation |
| Discovery | 20% | - Understand contact center business requirements and goals - Identify success metrics and KPIs - Map customer journeys and interaction channels |
Salesforce Contact Center Accredited Professional Sample Questions:
The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?
- A. Utilize Process Builder with predefined rules for email notifications based on case updates.
- B. Implement Einstein Bots to handle email communication and automate basic customer interactions.
- C. Configure outbound email integrations with pre-built templates for invoices and case summaries.
- D. Develop custom Apex code for automated email triggers and attachments.
Correct Answer: A 🗳️
Explanation: Only visible for TestBraindump members. You can sign-up / login (it's free).
You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?
- A. Utilizing pre-configured Salesforce test cases for email merge field functionality.
- B. Reviewing email delivery logs and checking for errors or missing data in merged fields.
- C. Sending test emails with sample data sets and manually checking for merge field accuracy.
- D. Implementing Apex triggers to validate data integrity before triggering email sending actions.
Correct Answer: C 🗳️
Explanation: Only visible for TestBraindump members. You can sign-up / login (it's free).
The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?
- A. Customer Satisfaction (CSAT) Score
- B. Net Promoter Score (NPS)
- C. Case Resolution Rate
- D. Average Contact Handle Time (AHT)
Correct Answer: B 🗳️
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The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?
- A. Develop custom fields and reports to categorize cases by product and track resolution times per category.
- B. Implement custom dashboards with visualizations of overall case volume and agent performance.
- C. Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.
- D. Configure reports with filters to break down case resolution times by agent and case priority.
Correct Answer: A 🗳️
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While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:
Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.
Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time How should a consultant recommend implementing this requirement?
- A. Create an Apex trigger to check agent holidays
- B. Set up Support Holidays to specify holidays.
- C. Create additional holiday rules in the SLAs
Correct Answer: B 🗳️
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