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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Build & Configure | 35% | - Implement Service Cloud Voice and telephony integration - Configure reporting, dashboards, and analytics - Configure Service Cloud and Contact Center features - Set up Omni-Channel and routing rules |
| Topic 2: Deploy & Optimize | 10% | - Perform testing and validation - Plan deployment and change management - Monitor performance and optimize operations |
| Topic 3: Design | 35% | - Plan agent workspace and user experience - Design self-service and knowledge base integration - Design omni-channel routing and assignment logic - Plan voice and digital engagement implementation |
| Topic 4: Discovery | 20% | - Understand contact center business requirements and goals - Map customer journeys and interaction channels - Identify success metrics and KPIs |
Salesforce Contact Center Accredited Professional Sample Questions:
Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.
How should a consultant implement these requirements?
Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.
Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.
Which recommendation should the consultant make to improve this?
- A. Implement Email-to-Case and redirect customers from phone to email
- B. Hire more service agents in peak season and meet customer needs on
demand - C. Implement an SMS Digital Channel and redirect customers from phone.
Correct Answer: B 🗳️
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The customer needs real-time sentiment analysis during calls. Which third-party integration might be beneficial?
- A. Zendesk
- B. Google Cloud AI
- C. Genesys Cloud CX
- D. Zoom
Correct Answer: B 🗳️
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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
Correct Answer: B 🗳️
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Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?
- A. Salesforce Data Loader for bulk data imports and basic field validation.
- B. Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.
- C. Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.
- D. All of the above, offering various options for ensuring data quality and reliable metric interpretation.
Correct Answer: D 🗳️
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The reason why the work that was already in the queue is not being pushed to agents is:
The "Apply to existing records in queue" option was not selected.
At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?
- A. Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions
- B. Use Quick Text to allow agents to create personal Quick Texts for answers they alternate
- C. A Use Slack to allow agents to share best practices in responding to customer questions
Correct Answer: A 🗳️
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