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Salesforce AP-226 Exam Syllabus Topics:

Section

Weight

Objectives

Implement

- Contact Center Configuration

1. Set up core Contact Center features
2. Configure operational components

Discovery

20%

- Requirements Definition

1. Map use cases to features and systems
2. Define channel and routing requirements

- Success Metrics

1. Identify KPIs aligned to business goals

- Customer Use Case Analysis

1. Identify personas and stakeholders
2. Conduct requirement interviews

Design

29%

- Scalable Architecture Design

1. Design maintainable Contact Center solutions
2. Apply standard data models

- Solution Mapping

1. Map Contact Center features to requirements

Salesforce Contact Center Accredited Professional Sample Questions:

Question #1

While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:
A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.

A. Build Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed
B. Update the organization-wide sharing setting for use Presence to Public Read City
C. Assign Read All data access to all voice agents

Reveal Solution Discussion 0

Correct Answer: A 🗳️