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Salesforce AP-226 Exam Overview:
| Certification Vendor: | Salesforce |
|---|---|
| Exam Name: | Contact Center Accredited Professional |
| Exam Number: | AP-226 |
| Exam Price: | $150 USD (plus applicable taxes) |
| Exam Format: | Multiple-choice, Multiple-select |
| Real Exam Qty: | 60 (plus up to 5 unscored questions) |
| Exam Duration: | 75 minutes |
| Passing Score: | 66% |
| Available Languages: | English |
| Related Certifications: | Salesforce Accredited Professional Exams |
| Recommended Training: | Salesforce Contact Center Certification Learning Path |
| Exam Registration: | Salesforce Certification Exam Registration |
| Sample Questions: | Salesforce AP-226 Sample Questions |
| Exam Way: | Online proctored or onsite testing center |
| Pre Condition: | None |
| Official Syllabus URL: | https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226 |
Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Discovery | 20% | - Success Metrics
|
| Topic 2: Implement | - Contact Center Configuration
| |
| Topic 3: Design | 29% | - Scalable Architecture Design
|
Salesforce Contact Center Accredited Professional Sample Questions:
Question 1
You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
A. Ignoring minor inconsistencies to avoid delaying the migration timeline.
B. Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors.
C. Implementing data cleansing scripts or manual data correction within Salesforce.
D. All of the above, depending on the severity and impact of the data inconsistencies encountered.
Question 2
You need to validate data migration accuracy and completeness. Which tool assists with this process?
A. Salesforce Reports and Dashboards providing data comparisons between legacy and Salesforce systems.
B. Validation Rules on key fields within Salesforce ensuring data adherence to defined formats and constraints.
C. Data Compare tools like Informatica PowerCenter analyzing record discrepancies and data integrity.
D. All of the above, offering various methods for comparing and verifying data accuracy after migration.
Question 3
The customer desires seamless integration with their existing CRM system. Which functionality bridges this gap?
A. Partner Integrations
B. Einstein Analytics
C. Apex Code Development
D. Data Import Wizard
Question 4
Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?
A. All of the above, working together for dynamic case assignment and escalation based on context and urgency.
B. Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
C. Case Assignment Rules using predefined criteria to direct cases to specific queues or agents.
D. Process Builder sequences triggering automated case creation and assignment based on data triggers.
Question 5
The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?
A. Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment
B. Business Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow
C. Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form
Solutions:
| Question 1 Answer: B | Question 2 Answer: D | Question 3 Answer: A | Question 4 Answer: A | Question 5 Answer: A |
By Virgil
