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Salesforce Contact Center Accredited Professional (AP-226) Exam Questions
- Topic 1: Discovery: This section deals with a customer use case, and initiates interviews to delineate personas and stakeholders involved.
- Topic 2: Design: Deals with the Contact Center functionalities with the stipulated requirements. Subsequently, when presented with business requirements, devise scalable and maintainable solutions for the Contact Center, adhering to standard data models.
- Topic 3: Implement: This section deals with setting up the fundamental Contact Center functionalities and features. Following this, in alignment with the complete design, configure and authenticate the email functionality, ensuring its seamless operation. Similarly, based on specific scenarios, configure and verify the functionality of voice services.
- Topic 4: Deploy: Discern the suitable deployment process pertinent to the Contact Center. Subsequently, document channel-specific cut-over requirements based on the feature configurations provided.
Free Salesforce Contact Center Accredited Professional (AP-226) Exam Actual Questions
Note: Premium Questions for Contact Center Accredited Professional (AP-226) were last updated On Jul. 16, 2025 (see below)
The customer wants to minimize disruption during rollout. Which release management technique is most suitable?
To minimize disruption during the rollout of a new system, the most effective strategy is a combination of rolling updates and minimal downtime deployment techniques. This approach allows for gradual implementation and user adoption, ensuring that the system remains operational and that any issues can be addressed without significant impact on the overall operations.
Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?
You're deploying a new email channel integration for customer support. Which cut-over requirement helps maintain data accuracy and consistency?
Deploying a new email channel integration effectively requires comprehensive preparation: A. Implementing data validation rules ensures that incoming email data like subject lines and customer information is accurate. B. Configuring automated case creation and assignment based on email content helps streamline the handling process. C. Testing the integration with sample messages ensures functionality across different scenarios before going live. These steps together ensure data accuracy and the smooth operation of the new email channel.
You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?
The most effective method to validate the accuracy of dynamic data merging in email templates is by sending test emails with sample data sets and manually checking the accuracy of the merged fields. This direct approach allows you to see exactly how the email appears to the recipient and confirm that all data fields are populating correctly. This hands-on verification ensures that any discrepancies can be quickly identified and corrected.
The customer aims to automate repetitive case escalation processes. Which feature can streamline this?
Workflow Rules in Salesforce can automate repetitive case escalation processes effectively. By setting up rules based on specific criteria, these workflows automatically escalate cases to the right team or individual when predefined conditions are met. This feature helps streamline case management processes, reduces manual intervention, and ensures timely response to critical issues, thereby improving overall efficiency in handling customer cases.
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