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Salesforce AP-226 Exam Syllabus Topics:

Section

Weight

Objectives

Topic 1: Implement

- Contact Center Configuration

1. Configure operational components
2. Set up core Contact Center features

Topic 2: Discovery

20%

- Customer Use Case Analysis

1. Identify personas and stakeholders
2. Conduct requirement interviews

- Requirements Definition

1. Define channel and routing requirements
2. Map use cases to features and systems

- Success Metrics

1. Identify KPIs aligned to business goals

Topic 3: Design

29%

- Scalable Architecture Design

1. Design maintainable Contact Center solutions
2. Apply standard data models

- Solution Mapping

1. Map Contact Center features to requirements

Salesforce Contact Center Accredited Professional Sample Questions:

Question #1

You're deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?

A. Defining precise triggers for proactive chat engagement based on website visitor behavior and context.
B. Providing agents with readily available customer context and browsing history within the chat interface.
C. All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.
D. Configuring clear opt-out options for customers within the chat window and on website landing pages.

Reveal Solution Discussion 0

Correct Answer: C 🗳️