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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Build & Configure | 35% | - Implement Service Cloud Voice and telephony integration - Configure reporting, dashboards, and analytics - Configure Service Cloud and Contact Center features - Set up Omni-Channel and routing rules |
| Discovery | 20% | - Understand contact center business requirements and goals - Identify success metrics and KPIs - Map customer journeys and interaction channels |
| Design | 35% | - Plan agent workspace and user experience - Design omni-channel routing and assignment logic - Design self-service and knowledge base integration - Plan voice and digital engagement implementation |
| Deploy & Optimize | 10% | - Plan deployment and change management - Perform testing and validation - Monitor performance and optimize operations |
Salesforce Contact Center Accredited Professional Sample Questions:
You need to test email responsiveness on different devices. Which platform facilitates multi-device testing?
- A. Utilizing Email Preview tool in Salesforce Marketing Cloud for cross-device rendering checks.
- B. Salesforce Inbox previewing emails on desktop and mobile versions.
- C. Sending test emails to personal accounts with different devices and platforms.
- D. Developer tools in web browsers for inspecting email rendering on various devices.
Correct Answer: A 🗳️
Explanation: Only visible for BootcampPDF members. You can sign-up / login (it's free).
You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?
- A. Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
- B. Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.
- C. Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
- D. All of the above, providing options for diverse bot functionalities and integration flexibility.
Correct Answer: D 🗳️
Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?
- A. All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.
- B. Providing comprehensive training on the dashboard features and metrics for agents.
- C. Making the dashboard easily accessible and readily available within the agent interface.
- D. Customizing the dashboard layout and visualizations to align with agent preferences and needs.
Correct Answer: A 🗳️
Explanation: Only visible for BootcampPDF members. You can sign-up / login (it's free).
Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?
- A. Integrating knowledge base articles within relevant chat conversations and case workflows.
- B. All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.
- C. Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.
- D. Providing prominent access points to the new knowledge base across various customer-facing channels.
Correct Answer: B 🗳️
Explanation: Only visible for BootcampPDF members. You can sign-up / login (it's free).
Universal Containers (UC) has been working on a Digital Engagement
implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC's current environments are listed below.
* Production Org
* Test Sandbox
* Developer Sandbox
Which environments should have a two-way deployment connection in this
scenario
- A. Test Sandbox and Developer Sandbox
- B. Developer Sandbox and Production
- C. Production Ong and Test Sandbox
Correct Answer: C 🗳️
Explanation: Only visible for BootcampPDF members. You can sign-up / login (it's free).
