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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Deploy & Optimize | 10% | - Perform testing and validation - Plan deployment and change management - Monitor performance and optimize operations |
| Design | 35% | - Design self-service and knowledge base integration - Plan agent workspace and user experience - Plan voice and digital engagement implementation - Design omni-channel routing and assignment logic |
| Discovery | 20% | - Map customer journeys and interaction channels - Identify success metrics and KPIs - Understand contact center business requirements and goals |
| Build & Configure | 35% | - Configure reporting, dashboards, and analytics - Set up Omni-Channel and routing rules - Implement Service Cloud Voice and telephony integration - Configure Service Cloud and Contact Center features |
Salesforce Contact Center Accredited Professional Sample Questions:
Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?
- A. All of the above, depending on the complexity of the desired IVR functionalities.
- B. Process Builder sequences defining IVR menus and routing options based on caller selections.
- C. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.
- D. Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.
Correct Answer: C 🗳️
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Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?
- A. Phased deployment migrating agents and customer access in groups to minimize service interruption.
- B. All of the above, depending on the platform integration complexity and desired downtime window.
- C. Cutover deployment with a temporary system switch during scheduled maintenance time for minimal disruption.
- D. Parallel deployment running both platforms simultaneously until full migration to the new system.
Correct Answer: B 🗳️
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Your customer wants to measure the success of the implementation in terms of business impact. Which key performance indicators (KPIs) are most relevant?
- A. Number of cases resolved, average handle time, and agent productivity metrics.
- B. All of the above, providing a holistic view of Contact Center impact on business goals.
- C. Cost savings achieved through operational efficiency and reduced call volume.
- D. Customer satisfaction scores, net promoter score (NPS), and customer retention rates.
Correct Answer: B 🗳️
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The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?
- A. Ignore the technical issues and hope they resolve themselves after release.
- B. Communicate the issues transparently to stakeholders and implement a rollback plan if necessary.
- C. Delay the release to ensure complete resolution of technical issues before deployment.
- D. Proceed with the release despite technical issues, as per the planned schedule.
Correct Answer: B 🗳️
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The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?
- A. Case Resolution Rate
- B. Customer Satisfaction (CSAT) Score
- C. Number of Resolved Cases
- D. Average Contact Handle Time (AHT)
Correct Answer: B 🗳️
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