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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 |
| Build & Configure | 35% | - Configure Service Cloud and Contact Center features - Implement Service Cloud Voice and telephony integration - Configure reporting, dashboards, and analytics - Set up Omni-Channel and routing rules |
| Discovery | 20% | - Map customer journeys and interaction channels - Identify success metrics and KPIs - Understand contact center business requirements and goals |
| Deploy & Optimize | 10% | - Monitor performance and optimize operations - Plan deployment and change management - Perform testing and validation |
Salesforce Contact Center Accredited Professional Sample Questions:
The customer wants to seamlessly integrate their existing CRM system. Which Salesforce feature facilitates this?
- A. Apex Code
- B. Partner Integrations
- C. Data Import Wizard
- D. Process Builder
Correct Answer: B 🗳️
Explanation: Only visible for Prep4sures members. You can sign-up / login (it's free).
Your bot design includes handoff to live agents for complex inquiries. Which feature facilitates this seamless transition?
- A. All of the above, providing various options for smooth and informed handoff from bot to agent interactions.
- B. Contextual handoff functionality preserving chat history and customer information for the agent.
- C. Escalation Rules automatically transferring chat sessions to agents based on defined criteria.
- D. Supervisor Console allowing supervisors to manually transfer chat sessions to specific agents.
Correct Answer: A 🗳️
Explanation: Only visible for Prep4sures members. You can sign-up / login (it's free).
The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this?
- A. Reports & Dashboards
- B. Einstein Bots
- C. Einstein Discovery
- D. Analytics Cloud
Correct Answer: A 🗳️
Explanation: Only visible for Prep4sures members. You can sign-up / login (it's free).
The correct answer is Provision a long code phone number at least 2weeks before go-live.
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?
- A. Create and assign a new Presence Status
- B. The correct answer is Create and assign a new Presence Configuration.
- C. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.
Correct Answer: C 🗳️
Explanation: Only visible for Prep4sures members. You can sign-up / login (it's free).
Your case management design includes knowledge base article recommendations within cases. Which Salesforce feature facilitates this?
- A. All of the above, offering options for integrating knowledge base recommendations and enhancing self-service within case management.
- B. Case Escalation Rules automatically triggering article recommendations when specific criteria are met within a case.
- C. Web-to-Case forms embedded within Knowledge Base articles for easy case creation if the article doesn't resolve the issue.
Correct Answer: A 🗳️
Explanation: Only visible for Prep4sures members. You can sign-up / login (it's free).
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