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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Design | 35% | - Plan voice and digital engagement implementation - Design self-service and knowledge base integration - Design omni-channel routing and assignment logic - Plan agent workspace and user experience |
| Discovery | 20% | - Understand contact center business requirements and goals - Map customer journeys and interaction channels - Identify success metrics and KPIs |
| Deploy & Optimize | 10% | - Perform testing and validation - Monitor performance and optimize operations - Plan deployment and change management |
| 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 |
Salesforce Contact Center Accredited Professional Sample Questions:
Based on Ursa Major Solar's goals of strengthening loyalty, increasing case deflection, and improving customer retention, the most suitable Experience Cloud template is the Customer Service template. Here's why:
During a workshop with a client, a consultant is made aware that the client wants to content social media strategy for their Contact Center. They want to allow their customers to message them through Facebook and also require the possibility for the customer to make posts on the company Facebook page. They do not want to create a case for every comment on their Facebook page, as some of the posts do not need a response.
Which set of solutions should the consultant recommend for all the criteria to met?
- A. Social Customer Service and ISV partner solution
- B. Digital Engagement and Social Studio
- C. Digital Engagement and ISV partner solution
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The most suitable set of solutions for the client's requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.
A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company's main strategy is to enhance customer satisfaction and loyalty while streamlining costs.
Which set of key performance indicators (KPIs) should the consultant
prioritize to measure the success of the Contact Center implementation?
- A. A Average response time, cost per call deflection rate, and employee training time
- B. Revenue growth, number of repeat customers, net promoter score, and employment
- C. Average handling time, number of calls answered, customer satisfaction sure and employer training time
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You need to validate bot security and data privacy compliance. Which tool helps with this?
- A. Salesforce Security Review tool providing insights into potential security vulnerabilities within your bot configuration.
- B. All of the above, working together to secure bot interactions and ensure data privacy compliance.
- C. User Role Hierarchy and Field Level Security ensuring appropriate access restrictions based on user profiles.
- D. Data Loss Prevention (DLP) policies defining rules for sensitive data handling and preventing unauthorized access.
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Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?
- A. Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.
- B. Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.
- C. All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.
- D. Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.
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Your design specifies dynamic greetings in email templates based on customer dat a. Which Salesforce feature enables this personalization?
- A. Einstein Content Recommendations suggesting relevant templates and content based on customer data.
- B. Process Builder sequences dynamically updating and inserting personalized data into email content.
- C. Merge fields in email templates linked to specific object fields containing customer information.
- D. Custom Apex code to programmatically insert customer data into email templates.
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