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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement | 41% | - Core Contact Center Configuration
|
| Topic 2: Discovery | 20% | - Customer Use Cases and Stakeholders
|
| Topic 3: Deploy | 10% | - Deployment Planning
|
| Topic 4: Design | 29% | - Implementation Planning
|
Salesforce Contact Center Accredited Professional Sample Questions:
1. The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
Ursa Major Solar is advised by a consultant to utilize Continuous
Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not familiar with it and are questioning the benefits it yields.
What should the consultant outline as the advantage of a Cl process to the customer?
A) Creates and deletes package versions in each testing environment
B) Organizes source development into package directories
C) Ensures application quality before any corrupt change can get into the Source..
2. You need to validate bot security and data privacy compliance. Which tool helps with this?
A) User Role Hierarchy and Field Level Security ensuring appropriate access restrictions based on user profiles.
B) Data Loss Prevention (DLP) policies defining rules for sensitive data handling and preventing unauthorized access.
C) Salesforce Security Review tool providing insights into potential security vulnerabilities within your bot configuration.
D) All of the above, working together to secure bot interactions and ensure data privacy compliance.
3. The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?
A) Knowledge Base
B) OmniScript
C) Process Builder
D) Web Service API
4. You're preparing historical call recordings for migration. Which step helps improve audio quality and accessibility for playback within the new system?
A) Converting call recordings to a supported audio format compatible with the new Contact Center platform.
B) Implementing speech-to-text conversion for call recordings and making transcripts available alongside audio files.
C) Optimizing audio file size while maintaining optimal sound quality for clear playback and analysis.
D) All of the above, contributing to improved accessibility and analysis capabilities for historical call recordings.
5. The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?
A) Number of Resolved Cases
B) Average Contact Handle Time (AHT)
C) Customer Satisfaction (CSAT) Score
D) Case Resolution Rate
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: C |



