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Salesforce AP-226 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Build & Configure | 35% | - Set up Omni-Channel and routing rules - Configure Service Cloud and Contact Center features - Configure reporting, dashboards, and analytics - Implement Service Cloud Voice and telephony integration |
| Topic 2: Design | 35% | - Design omni-channel routing and assignment logic - Plan agent workspace and user experience - Design self-service and knowledge base integration - Plan voice and digital engagement implementation |
| Topic 3: Deploy & Optimize | 10% | - Plan deployment and change management - Perform testing and validation - Monitor performance and optimize operations |
| Topic 4: Discovery | 20% | - Map customer journeys and interaction channels - Understand contact center business requirements and goals - Identify success metrics and KPIs |
Salesforce Contact Center Accredited Professional Sample Questions:
You need to migrate complex workflows from your legacy system. Which tool facilitates this?
- A. All of the above, depending on the complexity and specific functionalities of the migrating workflows.
- B. Flow Builder with visual development environment for building complex automation and logic flows.
- C. Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
- D. Apex code development for custom scripting and advanced workflow logic implementation.
Correct Answer: A 🗳️
Explanation: Only visible for Prep4sures members. You can sign-up / login (it's free).
You need to validate automated case escalation. Which tool helps monitor and assess this process?
- A. Supervisor Console providing insights into case status, queue information, and escalation triggers.
- B. All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.
- C. Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.
- D. Monitoring Escalation History related list within case records to track escalation triggers and actions taken.
Correct Answer: B 🗳️
Explanation: Only visible for Prep4sures members. You can sign-up / login (it's free).
The scope includes integration with legacy systems. Which factor should be carefully considered in the release plan?
- A. Potential data migration challenges and ensuring data integrity during integration.
- B. Development of custom Apex code for data exchange with legacy systems.
- C. The availability and responsiveness of IT teams responsible for legacy systems.
- D. All of the above, requiring careful planning and consideration for potential complexities.
Correct Answer: D 🗳️
Explanation: Only visible for Prep4sures members. You can sign-up / login (it's free).
A project sponsor has informed a consultant that customer satisfaction is their top..
Which Contact Center metric should the consultant prioritize improving?
- A. Average Wait Time
- B. Average Handle Time
- C. First Call Resolution(correct)
Correct Answer: C 🗳️
Explanation: Only visible for Prep4sures members. You can sign-up / login (it's free).
Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?
- A. Omni-Channel Routing
- B. Customer Community
- C. Case Management
- D. Service Cloud Einstein
Correct Answer: D 🗳️
Explanation: Only visible for Prep4sures members. You can sign-up / login (it's free).




