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Salesforce AP-226 Exam Overview:
| Certification Vendor: | Salesforce |
| Exam Name: | Contact Center Accredited Professional |
| Exam Number: | AP-226 |
| Available Languages: | English |
| Passing Score: | 66% |
| Real Exam Qty: | 60 |
| Exam Price: | $150 USD |
| Related Certifications: | Salesforce Accredited Professional Exams Certification |
| Exam Format: | Multiple Choice, Scenario-based |
| Certificate Validity Period: | No official expiration announced |
| Exam Duration: | 75 minutes |
| Sample Questions: | Salesforce AP-226 Sample Questions |
| Exam Way: | Online proctored or test center delivery through Kryterion Webassessor / Pearson VUE. |
| Pre Condition: | Recommended experience with Salesforce Service Cloud, Contact Center solutions, Digital Engagement, Omni-Channel, and related Salesforce technologies. |
| Official Syllabus URL: | https://trailheadacademy.salesforce.com/certificate/exam-contact-center-ap---AP-226 |
Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Deploy | 10% | - Deployment Planning
|
| Implement | 41% | - Communication Channels
|
| Discovery | 20% | - KPIs and Success Metrics
|
| Design | 29% | - Contact Center Capabilities
|
Salesforce Contact Center Accredited Professional Sample Questions:
1. The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?
A) Conducting periodic user training sessions to familiarize users with new features and updates.
B) Establishing a support channel for reporting issues and troubleshooting technical problems.
C) Providing regular system updates and patches to address bugs and improve performance.
2. Your self-service goals include improving user adoption and engagement. Which metric best reflects this objective?
A) Number of self-service articles viewed or downloaded by customers.
B) Customer satisfaction ratings and feedback on the self-service experience.
C) Percentage of cases deflected through self-service channels and resolved without agent intervention.
D) All of the above, providing a holistic view of self-service adoption, effectiveness, and user satisfaction.
3. Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data What does a consultant need to keep in mind while using data loader?
A) Automated processes are not executed
B) Automated processes are executed by default
C) Only Apex triggers are executed
4. You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?
A) All of the above, depending on the desired level of data exploration, predictive insights, and visual representations.
B) Einstein Analytics with advanced data blending, predictive modeling, and visual storytelling capabilities.
C) Omni-Channel dashboards providing real-time insights and basic trend visualization.
D) Salesforce Reporting with basic filters and data grouping for analysis.
5. Your deployment involves migrating historical case dat
a. Which data preparation step helps maintain case history and audit trails accurately?
A) Testing case history access and audit trail functionality to verify accurate retrieval and display of historical information.
B) Configuring the new system to preserve chronological order and timestamps associated with historical case events.
C) Transferring all available case data, including comments, attachments, and activity logs, during the migration process.
D) All of the above, contributing to a complete and accessible migration of historical case data with preserved context and audit trails.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: D |
By Richard
