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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: Design

29%

- Scalable Architecture Design

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

- Solution Mapping

1. Map Contact Center features to requirements

Topic 3: Discovery

20%

- Success Metrics

1. Identify KPIs aligned to business goals

- Customer Use Case Analysis

1. Conduct requirement interviews
2. Identify personas and stakeholders

- Requirements Definition

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

Salesforce Contact Center Accredited Professional Sample Questions:

Question #1

Your design outlines automated case escalation based on criteri
a. Which tool facilitates rule-based escalation?

A. Both (b) and (c), offering flexible options for automated case escalation based on rules.
B. Escalation Rules with conditions based on case priority, time to resolution, and other metrics.
C. Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria.
D. Custom Apex code defining escalation logic and actions.

Reveal Solution Discussion 0

Correct Answer: A 🗳️