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Salesforce AP-226 Exam Syllabus Topics:

Section	Weight	Objectives
Design	29%	- Contact Center Capabilities 1. Evaluate standard Contact Center functionality 2. Determine future functionality usage 3. Define persona-based user experiences - Solution Design 1. Design scalable and maintainable solutions 2. Map Contact Center functionalities to requirements 3. Apply standard data models and best practices - Implementation Planning 1. Design implementation plans 2. Define KPI measurement methods 3. Create release management strategies
Discovery	20%	- Business Requirements 1. Identify required features and capabilities 2. Determine routing logic requirements 3. Analyze business processes and channels - Customer Use Cases and Stakeholders 1. Conduct customer discovery interviews 2. Define personas and stakeholders - KPIs and Success Metrics 1. Identify key performance indicators 2. Prioritize business success measurements
Deploy	10%	- Deployment Planning 1. Identify deployment processes 2. Document cut-over requirements - Validation and Migration 1. Validate deployment requirements 2. Prepare systems for data migration
Implement	41%	- Self-Service and Automation 1. Configure bots functionality 2. Configure self-service functionality 3. Configure case management functionality - Communication Channels 1. Configure email functionality 2. Configure messaging channels 3. Configure voice functionality 4. Configure Omni-Channel functionality - Data and Migration 1. Validate integrations and configurations 2. Determine data migration strategies - Core Contact Center Configuration 1. Configure basic Contact Center functionality 2. Configure business processes 3. Validate Contact Center metrics

Salesforce Contact Center Accredited Professional Sample Questions:

Question #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. Ensures application quality before any corrupt change can get into the Source..
B. Creates and deletes package versions in each testing environment
C. Organizes source development into package directories

Reveal Solution Discussion 0

Correct Answer: A 🗳️