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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Design | 35% | - Plan agent workspace and user experience - Plan voice and digital engagement implementation - Design self-service and knowledge base integration - Design omni-channel routing and assignment logic |
| Deploy & Optimize | 10% | - Plan deployment and change management - Monitor performance and optimize operations - Perform testing and validation |
| Discovery | 20% | - Map customer journeys and interaction channels - Understand contact center business requirements and goals - Identify success metrics and KPIs |
| Build & Configure | 35% | - Set up Omni-Channel and routing rules - Implement Service Cloud Voice and telephony integration - Configure Service Cloud and Contact Center features - Configure reporting, dashboards, and analytics |
Salesforce Contact Center Accredited Professional Sample Questions:
You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
- A. Ignoring minor inconsistencies to avoid delaying the migration timeline.
- B. Implementing data cleansing scripts or manual data correction within Salesforce.
- C. Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors.
- D. All of the above, depending on the severity and impact of the data inconsistencies encountered.
Correct Answer: C 🗳️
Explanation: Only visible for PassSureExam members. You can sign-up / login (it's free).
The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?
- A. Case Resolution Rate
- B. Number of Resolved Cases
- C. Average Contact Handle Time (AHT)
- D. Customer Satisfaction (CSAT) Score
Correct Answer: D 🗳️
Explanation: Only visible for PassSureExam members. You can sign-up / login (it's free).
You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?
- A. Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.
- B. Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.
- C. All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.
- D. Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.
Correct Answer: C 🗳️
Explanation: Only visible for PassSureExam members. You can sign-up / login (it's free).
The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?
- A. Case Resolution Rate
- B. Average Contact Handle Time (AHT)
- C. Customer Satisfaction (CSAT) Score
- D. Net Promoter Score (NPS)
Correct Answer: D 🗳️
Explanation: Only visible for PassSureExam members. You can sign-up / login (it's free).
You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?
- A. Salesforce Reporting with basic filters and data grouping for analysis.
- B. Einstein Analytics with advanced data blending, predictive modeling, and visual storytelling capabilities.
- C. All of the above, depending on the desired level of data exploration, predictive insights, and visual representations.
- D. Omni-Channel dashboards providing real-time insights and basic trend visualization.
Correct Answer: C 🗳️
Explanation: Only visible for PassSureExam members. You can sign-up / login (it's free).



